To read this content please select one of the options below:

Insights into customers' psychological mechanism in facial recognition payment in offline contactless services: integrating belief–attitude–intention and TOE–I frameworks

Wen-Lung Shiau (School of Management, Zhejiang University of Technology, Hangzhou, China)
Chang Liu (School of Management, Zhejiang University of Technology, Hangzhou, China)
Mengru Zhou (School of Management, Zhejiang University of Technology, Hangzhou, China)
Ye Yuan (School of Management, Zhejiang University of Technology, Hangzhou, China)

Internet Research

ISSN: 1066-2243

Article publication date: 21 March 2023

Issue publication date: 28 March 2023

1032

Abstract

Purpose

Facial recognition payment is an emerging mobile payment method that uses human biometrics for personal identification. The purpose of this study is to examine how users' salient beliefs regarding the technology–organization–environment–individual (TOE–I) dimensions affect their attitudes and how attitudes subsequently influence the intention to use facial recognition payment in offline contactless services.

Design/methodology/approach

This study comprehensively investigates customers' decision-making psychological mechanism of using facial recognition payment by integrating the belief–attitude–intention (B–A–I) model and the extended TOE–I framework. Data from 420 valid samples were collected through an online survey and analyzed using partial least squares structural equation modeling.

Findings

Research results indicate that convenience and perceived herd exert positive effects on trust and satisfaction. Meanwhile, familiarity has a significantly positive effect only on trust but not on satisfaction. In contrast, perceived privacy risk exhibits a negative effect on both trust and satisfaction. Trust and satisfaction positively influence the intention to use facial recognition payment. Unexpectedly, self-awareness negatively moderates the effect of satisfaction on intention to use, but its effect on the relationship between trust and intention to use is non-significant.

Originality/value

To the best of the authors’ knowledge, this study is one of the early studies that explicate customers' psychological mechanism in facial recognition payment in offline contactless services through an understanding of the B–A–I causal linkages with the identification of users' perceptions from a comprehensive context-specific perspective. This study enriches the literature on facial recognition payment and explores the moderating role of self-awareness in the relationship between users' attitudes and intention to use, thereby revealing a complex psychological process in the usage of offline facial recognition payment systems.

Keywords

Acknowledgements

This paper forms part of a special section “The Role of Digital Technologies in New Normal: The Emergence of Contactless Digital Technologies and Services”, guest edited by Younghoon Chang, One-Ki Daniel Lee, Jaehyun Park and Juyeon Ham.

Funding: This research is supported by National Social Science Foundation of China (Grants No. 21AJL003 and 21BJY262).

Citation

Shiau, W.-L., Liu, C., Zhou, M. and Yuan, Y. (2023), "Insights into customers' psychological mechanism in facial recognition payment in offline contactless services: integrating belief–attitude–intention and TOE–I frameworks", Internet Research, Vol. 33 No. 1, pp. 344-387. https://doi.org/10.1108/INTR-08-2021-0629

Publisher

:

Emerald Publishing Limited

Copyright © 2023, Emerald Publishing Limited

Related articles