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PurposeAs disruptive technologies, such as the use of artificial intelligence (AI)-enabled customer relationship management (CRM) systems, alter the processes and strategies that banks use in service delivery models, the impact of such technologies on consumer acceptance and buying behavior must continue to be examined. This research studies the impact of technology usage and acceptance of AI-enabled banking CRM systems in Nigeria on consumer buying behavior via the mediation of customer satisfaction and service quality. The study also investigates the negative impact of technology downtime, a frequent phenomenon in the emerging market, which has not, to this point, been studied on a large scale.Design/methodology/approachThe authors collect quantitative data via a face-to-face administered questionnaire from four hundred customers of ten different Nigerian banks regarding their perceptions of technology use in the banking sector.FindingsWhile the research finds that technology usage has positive and direct effects on service quality, customer satisfaction and consumer buying behavior, service quality was found not to have a significant effect on consumer buying behavior. The study also establishes that technology downtime has a moderating effect on technology usage, consumer buying behavior and customer satisfaction in the banking context.Originality/valueScant literature exists that explores the importance of culture in technology usage and acceptance, specifically in developing countries like Nigeria. This study explores the impact of technology usage along with acceptance in the Nigerian setting on Nigerian consumers and their resulting satisfaction. Technology usage has been known to impact customer satisfaction in various ways, but no study has looked specifically at how technology in the banking sector can further be of help or harm from a Nigerian perspective. This study explores the technology usage in banking sector of Nigeria and its impact on the consumer buying behaviour. No studies in our knowledge have been known to consider the role of technology downtime, a frequent phenomenon in emerging market, as a factor, which will affect the customer satisfaction and buying behavior. Thus, this study (1a) explores the negative outcomes of technology downtime on both service quality and customer satisfaction, (b) explores the moderating relationship of technology downtime on the technology usage and consumer-related outcomes.

PurposeThis paper aims to investigate the impact of financial anxiety and convenience on the relation between cashier-less versus traditional checkouts and purchase intentions among Saudi Arabian consumers.Design/methodology/approachIn an online experiment, 329 Saudi participants were randomly assigned to one of two checkout conditions (traditional vs. AI-enabled) in a between-subjects design and indicated their financial anxiety. Through moderation-of-process design, the authors examine and showcase that the effect of convenience leads to higher purchase intent for AI-enabled checkouts. Moreover, the authors examine financial anxiety as an underlying mechanism and show that for high-convenience consumers, this enacts higher purchase intent.FindingsThe effect of AI-enabled checkouts depends on consumers' convenience perception. High-convenience consumers prefer AI-enabled checkouts over traditional ones, whereas low-convenience consumers are indifferent. Based on the Roy adaptation model theoretical framework, this occurs because high-convenience consumers experience greater financial anxiety when using AI-enabled checkouts, which in turn leads to higher purchase intent.Originality/valueTo the authors’ knowledge, this is the first study to explore the reactions of Saudi Arabian consumers toward cashier-less stores versus traditional stores. Interestingly, their intent to purchase increases, due to the financial anxiety they experience while encountering AI-enabled transactions. Due to the limited research of retailers going cashier less, little is known about consumer reactions and how they may differ culturally.

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Purpose This study aims to investigate the consumer behavior of the Dark Triad (DT) personality traits. It investigates the sequential mediating role of consumer self-confidence and aggressive interpersonal orientation in the relationship between the DT personality traits (i.e., narcissism, psychopathy and Machiavellianism) and consumer behavior. Design/methodology/approach Using identity theory as a theoretical framework, the authors develop and assess a model linking the DT personality traits to consumer behavior, using two products: a watch and restaurant menu items, in different experimental settings. Findings Results from the two studies that surveyed consumers show that individuals with the DT personality traits have a positive significance of consumers’ attitudes, intent to recommend to others and purchase intentions, regardless of hedonic or utilitarian products. Further, consumer self-confidence mediates the DT–consumer behavior relationship, and this relationship is sequentially mediated by aggressive interpersonal orientation of the consumer. Research limitations/implications Consumer behavior researchers and marketing managers will have a better understanding of who DT consumers are and the variables associated with their consumption attitudes and intentions. This understanding allows marketers to focus on promotions to boost consumer self-confidence and aggressive interpersonal orientation of these DT consumers, which will increase their purchase intentions. Future researchers could replicate the results beyond an experimental design to improve the external validity of the findings, among other future research opportunities. Originality/value Our findings highlight the underlying reasons behind dark triad consumption behaviors. This furthers our understanding of dark triad consumers using identity theory as our theoretical framework.