Social influence on innovation resistance in internet banking services

Matsuo, Makoto; Minami, Chieko; Matsuyama, Tomohiro

doi:10.1016/j.jretconser.2018.08.005

Cited by 45 publications

(29 citation statements)

References 65 publications

(113 reference statements)

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Two well-known databases, Web of Science (WOS) and Scopus, were used for searching relevant studies for this review. Both these databases are considered reliable and frequently used in recent SLR studies (Mongeon and Paul-Hus, 2016). For the search protocol, first, the keywords were specified based on the conceptual boundaries of the SLR.…”

Section: Methodsmentioning

confidence: 99%

Consumers’ Resistance to Digital Innovations: A Systematic Review and Framework Development

Talwar

Kaur

et al. 2020

Australasian Marketing Journal

196

141

View full text Add to dashboard Cite

Consumer resistance is one of the major causes of failure of any innovation. Despite rising academic interest, the non-adoption of digital innovation or consumer resistance has received less scholarly attention as compared to the factors driving the adoption of digital products and services. The existing research on consumer resistance is also in siloes, running across multiple verticals, spanning from resistance to green products to the Internet of things (IoT). The current study provides a systematic review of the extant literature on consumer resistance to digital innovations by utilising the systematic literature review (SLR) methodology. A total of 54 studies were selected for content analysis to isolate thematic foci, identify research gaps, recommend future research avenues and develop a framework. Our analysis revealed that the extant literature could be grouped under broad research themes, namely resistance to digital innovations, organisational resistance to technological innovations, resistance to technological healthcare innovations and consumer resistance to innovations (offline). The results of this SLR study are expected to galvanise future research in this area from the theoretical as well as from a practice-oriented perspective by providing various actionable inputs to combat consumer resistance to digital innovations.

show abstract

Section: Methodsmentioning

confidence: 99%

Consumers’ Resistance to Digital Innovations: A Systematic Review and Framework Development

Talwar

Kaur

et al. 2020

Australasian Marketing Journal

196

141

View full text Add to dashboard Cite

show abstract

“…It has been mentioned that word-of-mouth is especially important for service providers whose offerings are largely intangible, and are experience- or credence-based (Balaji et al , 2017). Customers' adoption of SSTs in banking is shaped by social and interpersonal influence, which can be attributed to word-of-mouth (Matsuo et al , 2018). So, for services like banking, customers rely heavily on the advice and suggestions from others who have experienced the service (Mukerjee, 2018).…”

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

Impact of self-service technologies in retail banking on cross-buying and word-of-mouth

Mukerjee

2020

IJRDM

View full text Add to dashboard Cite

PurposeThe purpose of this research is to study the influence of self-service technologies (SST) on cross-buying and word-of-mouth. This study tests the direct impact of perceived usefulness and perceived ease of use on cross-buying and word-of-mouth. Further, this study also tests the mediating role of e-service quality for the aforementioned relationships. The study has been undertaken in the context of retail banking in an emerging market, India.Design/methodology/approachA cross-sectional survey research design was used to collect data from 235 customers of retail banks in India. The data were analysed using IBM AMOS 23.0 taking structural equation modelling (SEM) approach to test the hypothesised relationships.FindingsThe findings of the study suggest that both perceived usefulness and perceived ease of use influence cross-buying and word-of-mouth. E-service quality partially mediates the relationship between perceived usefulness on cross-buying and word-of-mouth. E-service quality partially mediates the relationship between perceived ease of use and cross-buying but does not mediate the relationship between perceived ease of use and word-of-mouth.Practical implicationsThis study shows that managers need to focus on perceived usefulness and perceived ease of use in order to ensure cross-buying and promote word-of-mouth recommendations by customers. Also, managers will be able to enhance cross-buying and promote word-of-mouth recommendations if e-service quality delivered by the bank is perceived to be good by customers.Originality/valueThis study contributes to the literature on SST and offers empirical evidence to show that perceived usefulness and perceived ease of use can influence cross-buying as well as word-of-mouth. Previous studies have shown that SST usage can foster loyalty, and the present study offers new evidence on the outcomes of behavioural loyalty. The study has been undertaken through responses taken from retail bank customers in an emerging market. This study also contributes to the literature on SST by testing the mediating effect of e-service quality for the above-mentioned relationships.

show abstract

“…Thus, a better understanding of the reasons why consumers resist the use of digital banking services is of great importance so that communication programs can be designed to reduce the chances of resistance occurring. Different ways of reducing the impact of resistance to innovation in banking services have been raised in several studies (see, for example, Laukkanen, 2016; Joachim, Spieth, & Heidenreich, 2018; Matsuo et al , 2018); however, none of them took the emotional aspects into consideration. Stimulating emotions as a marketing tactic could work to make consumers feel more receptive to evaluating new digital banking services.…”

Section: Final Remarksmentioning

confidence: 99%

“…Apart from the growing penetration in the Brazilian market, the choice for digital banking services, i.e. the object of this study, is justified in part by the fact that they are a type of financial service that involves security issues and a degree of technical complexity that can create barriers and, consequently, promote some resistance to their use, in addition to being in a constant evolution process and being the stage for the launch of several innovative services (Hanafizadeh, Keating, & Khedmatgozar, 2014; Matsuo, Minami, & Matsuyama, 2018).…”

Section: Introductionmentioning

confidence: 99%

Functional, psychological and emotional barriers and the resistance to the use of digital banking services

Santos

2021

INMR

View full text Add to dashboard Cite

PurposeThe present paper aims to understand the influence of consumer's functional, psychological and emotional barriers to the use of digital banking services.Design/methodology/approachThe authors carried out a quantitative study in which data were collected through a self-administered online questionnaire. A final sample of 202 Brazilian adults, with and without experience in using digital banking services, enabled the test of research hypotheses by means of a structural equation modeling approach.FindingsThe authors found statistical evidence that supports the hypothesis that psychological barriers, emotional barriers and user experience positively influence the resistance to the use of digital banking services. However, there is no empirical evidence supporting that the influence of functional barriers affects the resistance to the use of digital banking services.Practical implicationsEfforts to understand the mechanisms that lead consumers to adopt or reject innovative products or services are important to prevent investments in these innovations, avoiding revenue failures. The results provide managerial implications by favoring the creation of communication programs capable of reducing the possibilities of innovation failure.Originality/valueThe main theoretical contribution of this work is the identification of the predominant influence of emotional barriers, in comparison to functional barriers, on the resistance to innovation in digital banking services. Currently, the models that illustrate resistance to innovation tend to focus solely on functional aspects; however, these models can be improved by incorporating emotional aspects.

show abstract

Social influence on innovation resistance in internet banking services

Cited by 45 publications

References 65 publications

Consumers’ Resistance to Digital Innovations: A Systematic Review and Framework Development

Consumers’ Resistance to Digital Innovations: A Systematic Review and Framework Development

Impact of self-service technologies in retail banking on cross-buying and word-of-mouth

Functional, psychological and emotional barriers and the resistance to the use of digital banking services

Contact Info

Product

Resources

About