Why Do Retail Customers Adopt Artificial Intelligence (AI) Based Autonomous Decision-Making Systems?

Sharma, Shavneet; Islam, Nazrul; Singh, Gurmeet; Dhir, Amandeep

doi:10.1109/tem.2022.3157976

Cited by 36 publications

(16 citation statements)

References 126 publications

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“…This research develops a synergistic model by merging an original unified technology acceptance and utilisation theory. Sharma et al. (2022) examined how customers use AI-based autonomous decision-making systems.…”

Section: Hypothesis Developmentmentioning

confidence: 99%

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Intentions to adopt the blockchain: investigation of the retail supply chain

Mukherjee

Baral

Lavanya³

et al. 2023

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PurposeBlockchain can track the material from the manufacturer to the end customers. Therefore, it can ensure the product's authenticity, transparency and trust in the retail supply chain (SC). There is a need to trace and track the retail products before it reaches the customers to check the quality of the products so that expired products can be recycled and reused, which in turn will help gain customers' trust. This research aims to investigate retail employees' behavioural intention to adopt blockchain in the retail SC.Design/methodology/approachTo examine the behavioural intention of employees in the retail SC, the research uses three theories – the technology acceptance model; the unified theory of acceptance and use of technology; and the theory of planned behaviour. The technology acceptance model measures the employee's acceptance of blockchain in the retail SC. The unified theory of acceptance is used in this research to measure how blockchain adoption will improve the performance of the employees. The theory of planned behaviour is used in this research to measure whether the employees intend to adopt blockchain. A survey was carried out in the retail stores of India. Exploratory factor analysis and structural equation modelling were used for data analysis.FindingsThis study found that the employees of the retail stores have a positive intention and attitude to adopt blockchain technology. Further, it was found that perceived behavioural control and effort expectancy was not promoting blockchain adoption in the retail sector.Practical implicationsThis study will help the retail stores' employees understand the blockchain in their operations and will motivate the top management of the retail companies to adopt this technology. The study is limited to the retail SC in India only.Originality/valueThis study uses three theories technology acceptance model; the unified theory of acceptance and use of technology; and the theory of planned behaviour, which were not used in earlier studies of blockchain adoption in the retail SC.

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Section: Hypothesis Developmentmentioning

confidence: 99%

“…determines the elements influencing consumer perceptions and purchasing intentions towards an intelligent unmanned convenience store in Taiwan. This research develops a synergistic model by merging an original unified technology acceptance and utilisation theory Sharma et al (2022). examined how customers use AI-based autonomous decision-making systems.…”

mentioning

confidence: 99%

Intentions to adopt the blockchain: investigation of the retail supply chain

Mukherjee

Baral

Lavanya³

et al. 2023

View full text Add to dashboard Cite

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“…The UTAUT model is a technology acceptance model proposed by Venkatesh et al (2003). Since then, it has been extensively used to study the intention to adopt information systems and actual behaviour (Sharma et al, 2022a;Sharma et al, 2020b;Sharma et al, 2020c). The theory combines eight technology acceptance models, namely; social cognition theory models, the combined Technology Acceptance Model (TAM) and Theory of Planned Behavior (TPB) model, innovation diffusion theory, the model of Personal Computer (PC) utilisation, the TPB, the motivational model, Theory of Reasoned Action (TRA), and the TAM model.…”

Section: Unified Theory Of Acceptance and Use Of Technology (Utaut)mentioning

confidence: 99%

“…Artificial intelligence (AI) advancements have led to the development of autonomous systems that are changing the way customers shop Meske et al, 2020). An autonomous shopping system is one such AI-based system (Sharma et al, 2022a).…”

Section: Introductionmentioning

confidence: 99%

Exploring customer adoption of autonomous shopping systems

Sharma

Singh

Gaur

et al. 2022

Telematics and Informatics

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“…, 2021) and chatting with customers (Pillai et al. , 2023) toward more advanced applications, in which AI is automating tasks and performing decisions (Sharma et al. , 2022a, b).…”

Section: Introductionmentioning

confidence: 99%

In companies we trust: consumer adoption of artificial intelligence services and the role of trust in companies and AI autonomy

Frank

Jacobsen

Søndergaard

et al. 2023

ITP

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PurposeCompanies utilize increasingly capable Artificial Intelligence (AI) technologies to deliver modern services across a range of consumer service industries. AI autonomy, however, sparks skepticism among consumers leading to a decrease in their willingness to adopt AI services. This raises the question as to whether consumer trust in companies can overcome consumer reluctance in their decisions to adopt high (vs low) autonomy AI services.Design/methodology/approachUsing a representative survey (N = 503 consumers corresponding to N = 3,690 observations), this article investigated the link between consumer trust in a company and consumers' intentions to adopt high (vs low) autonomy AI services from the company across 23 consumer service companies accounting for six distinct service industries.FindingsThe results confirm a significant and positive relationship between consumer trust in a company and consumers' intentions to adopt AI services from the same company. AI autonomy, however, moderates this relationship, such that high (vs low) AI autonomy weakens the positive link between trust in a company and AI service adoption. This finding replicates across all 23 companies and the associated six industries and is robust to the inclusion of several theoretically important control variables.Originality/valueThe current research contributes to the recent stream of AI research by drawing attention to the interplay between trust in companies and adoption of high autonomy AI services, with implications for the successful deployment and marketing of AI services.

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Why Do Retail Customers Adopt Artificial Intelligence (AI) Based Autonomous Decision-Making Systems?

Cited by 36 publications

References 126 publications

Intentions to adopt the blockchain: investigation of the retail supply chain

Intentions to adopt the blockchain: investigation of the retail supply chain

Exploring customer adoption of autonomous shopping systems

In companies we trust: consumer adoption of artificial intelligence services and the role of trust in companies and AI autonomy

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