Understanding consumer perceptions and attitudes toward smart retail services

Abstract

Purpose This study aims to identify the antecedent factors influencing consumer attitudes and patronage intentions toward an intelligent unmanned convenience store (IUCVS) in Taiwan. The IUCVS is a new smart service that offers customers a novel shopping experience, given that it avoids queues and physical contacts with cashiers. However, studies discussing IUCVS remain scant owing to its brief history. Design/methodology/approach This research develops a synergistic model combining original unified theory of acceptance and use of technology (UTAUT) constructs with perceived risk and value to test differences between unexperienced and experienced customers’ attitudes and patronage intentions toward IUCVSs. Data collected from 268 experienced and 156 unexperienced consumers were tested against the proposed research model using partial least squares (PLS) structural equation modeling and multi-group analysis (PLS-MGA). Findings In line with expectations, three UTAUT variables (i.e. performance, effort expectancy and social influence) and perceived value significantly and positively influence consumer attitudes toward IUCVSs. This research confirms the significant and negative direct effect of perceived risk on consumers’ patronage intentions toward IUCVSs. Furthermore, the PLS-MGA results unveil that a significant difference exist in the effects of perceived convenience value on attitudes toward IUCVS between consumers who had experience of using self-service machines and those who have not. Originality/value This research successfully fills the research gap by offering a synergistic model for evaluating consumers’ attitudes and patronage intentions toward a new smart service. Several important theoretical and practical implications are provided to help retail managers develop service strategies.

Factors influencing the elderly’s behavioural intention to use smart home technologies in Saudi Arabia

“…The seventh hypothesis (H7) of the study is whether attitude has a positive influence on BI to use SHTs. The study found a significant positive impact of attitude on BI to use SHTs, consistent with past studies [69,70]. This present study confirms the importance of attitude in predicting BI to use SHTs among elderly people in Saudi Arabia because when the elderly have a positive attitude towards SHTs, they are more expected to increase their intention to use SHTs.…”

“…This suggests that individuals with an overall positive attitude toward behavioural intention to use SHTs are more likely to accept SHTs than those with a negative attitude toward the technologies. Some studies have found that the explanatory power of BI increases when the attitude is included in the UTAUT model [ 69 , 70 ]. This present study aims to investigate the effect of attitude and BI to use SHTs among elderly people in Saudi Arabia.…”

“…Supporting this claim, [ 71 ] argues that a mediator is necessary when studies are confirming no direct relationship between two constructs. A few empirical studies on behavioural intention have documented no direct relationship between effort expectancy, performance expectancy and behavioural intention, thus, justifying the need for a moderator [ 70 ]. Therefore, this present study introduces attitude as a mediator between effort expectancy, performance expectancy, and elderly behavioural intention to use SHTs.…”

Modelling services continuance intention: evidence from apps stores

“…According to (Li and Fang, 2019, p. 1), "information system initial adoption is different from the postadoption behaviour", such as continuance intention, and previous studies mainly examined the initial adoption of Apps relying on the theory of planned behaviour (Cheung andTo, 2017, Wu andSong, 2021), value-based adoption model (Erdmann et al, 2021), technology acceptance model (Oyman et al, 2022), and unified theory of acceptance and use of technology (Lin, 2022). The aforementioned studies were not studied on retail Apps service delivery and the literature lacks a solid model on the continuance intention of retail Apps services.…”

Perakendecilikte akıllı uygulamalar: Sistematik literatür taraması

“…Akıllı perakendecilik alanındaki araştırmaların daha çok tüketici davranışları üzerine yoğunlaştığı görülmektedir (Pantano ve Migliorese, 2014;Paydar, Endut, Yahya, ve Rahman, 2014;Pantano ve Priporas, 2016;Kim vd., 2017;Vazquez, Dennis, ve Zhang, 2017;Priporas, Stylos, ve Fotiadis, 2017;Roy, Balaji, Quazi, ve Quaddus, 2018;Bourg, Chatzidimitris, Chatzigiannakis, Galavas, Giannakopoulou, Kasapakiz, Konstantopoulos, Kypriadis, Pantziou, ve Zaroliagis, 2020;Chang ve Chen, 2021;Chen ve Shang, 2021;Lin, 2021). Ancak bildiğimiz kadarıyla mevcut araştırmaların çoğu akıllı teknolojilerle müşteri deneyiminden ziyade akıllı teknolojilerin benimsenmesini ve kabul edilmesini ele almıştır (Pantano ve Servidio, 2012;Rese, Schreiber, ve Baier, 2014;Priporas vd., 2017;Roy vd., 2018;Foroudi, Gupta, Sivarajah, ve Broderick, 2018;Roy, Singh, ve Shabnam, 2021).…”