Predictors of customer acceptance of and resistance to smart technologies in the retail sector

Abstract

The rapid advancements in Internet technology have led to the development of numerous innovative smart technologies. This research investigates the customer acceptance and resistance of smart technologies in the retail sector by integrating the technology acceptance model, system characteristics, technology readiness, and store reputation literature. Data was collected using a quantitative survey and analysed using symmetrical PLS path modelling and asymmetrical fuzzy set qualitative comparative analysis (fsQCA). Results show complex relationships among perceived technology readiness, perceived ease of use, perceived usefulness, superior functionality, perceived adaptiveness, and store reputation in determining customers' attitude and behavioural intentions towards smart retail technologies. The findings also show that technology readiness does not directly affect customer attitude but indirectly through perceived innovation characteristics. The findings indicate that retail stores should focus on smart technologies that are simple, yet offer enhanced customer value by improving the shopping efficiency. Retail stores can engage in brand management strategies to improve customers' acceptance of SRT.

Smart Hotels and Sustainable Consumer Behavior: Testing the Effect of Perceived Performance, Attitude, and Technology Readiness on Word-of-Mouth

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Smart consumers come undone: breakdowns in the process of digital agencing

“…Furthermore, and more relevant to the theme of this special issue, this paper outlines a specific way of approaching the process of digitalisation, and the enactment of smart consumers. While there is now an emerging body of work within marketing and consumption studies, which is interested in smart consumers (Balaji & Roy, 2017) and the digitalisation of consumption more generally, much of this research has been geared towards either analysing cases in which smart technologies work (Balaji & Roy, 2017;Canhoto & Arp, 2017) or trying to determine barriers to the introduction and acceptance of smart technologies (Mani & Chouk, 2017;Roya, Balajib, Quazic, & Quaddus, 2018). In relation to this body of work, this study shows that our understanding of the opportunities and problems associated with smart consumers, and their making and makings, can be improved by understanding failures to enact smart consumers.…”

Sustainable Change Management through Employee Readiness: Decision Support System Adoption in Technology-Intensive British E-Businesses

“…Although in recent years there has been a plethora of studies on technology readiness and technology acceptance from the consumer's perspective, industrial context, or in the organizational adoption as a whole [5,10,14,[27][28][29][30][31][32][33][34][35][36][37], there is scarcity of research from an employee's perspective as the unit of analysis for readiness and technology acceptance [11,36,[38][39][40][41][42] in e-business environments. Moreover, no studies of such nature are found for technology intensive environments.…”