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1 – 4 of 4Alexandre Alves dos Santos and Mateus Canniatti Ponchio
The present paper aims to understand the influence of consumer's functional, psychological and emotional barriers to the use of digital banking services.
Abstract
Purpose
The present paper aims to understand the influence of consumer's functional, psychological and emotional barriers to the use of digital banking services.
Design/methodology/approach
The 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.
Findings
The 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 implications
Efforts 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/value
The 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.
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Anna-Sophie Oertzen and Gaby Odekerken-Schröder
Despite ample research on the adoption of online banking, the post-adoption phase remains largely neglected. The purpose of this paper is to develop a new conceptual model to…
Abstract
Purpose
Despite ample research on the adoption of online banking, the post-adoption phase remains largely neglected. The purpose of this paper is to develop a new conceptual model to investigate drivers, attitudes and behaviours in the post-adoption phase of the e-postbox, a co-creative online banking feature.
Design/methodology/approach
Research from bank marketing, services marketing, information systems and relationship management informs the proposed post-adoption model. Empirical tests rely on structural equation modelling and a sample of 750 current customers of the e-postbox of a large German bank.
Findings
The proposed model provides a multifaceted view of the post-adoption phase, including task-related, organisation-related and interpersonal communication-related drivers. This study reveals the importance of integrating dual interpersonal communication as a post-adoption driver and a post-adoption behaviour. It also extends the technology acceptance model by applying it to the post-adoption phase. Significant effects of age further suggest that younger customers express the most favourable attitudes towards and highest intentions to continue using the e-postbox; interestingly, older customers use it more and share more word-of-mouth.
Research limitations/implications
This paper develops a post-adoption model that highlights the importance of continued usage for successful co-creation between the bank and its customers.
Practical implications
Managers can encourage continued usage during the post-adoption phase of a co-creative, digitalised service, which determines the retention of current customers and opportunities to attain new customers.
Originality/value
This study defines and establishes constructs for the post-adoption phase and categorises them according to post-adoption drivers, attitudes and behaviours.
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Samson Ajayi, Sandra Maria Correia Loureiro and Daniela Langaro
The growing complexity of consumer engagement (CE) due to the impact of Internet of things (IoT) has been attracting significant attention from both academics and industry…
Abstract
Purpose
The growing complexity of consumer engagement (CE) due to the impact of Internet of things (IoT) has been attracting significant attention from both academics and industry practitioners especially in recent times. Hence, understanding this phenomenon remains very crucial to the body of knowledge. This study conducted a systematic review on IoT and CE with the aim of proposing future research opportunities using the TCCM model.
Design/methodology/approach
Extant literature studies were systematically examined by sourcing high ranking ABS journals from EBSCO, ScienceDirect and Emerald. A total of 58 articles were included in the final analysis of this research.
Findings
The analysis established the need to conduct more research on CE due to the impact of new technological implementation in retail. The results further suggest the need for extensive research across African countries and emerging markets to enable broader empirical generalizations of research outcomes. Using the TCCM framework, the authors indicated directions for future empirical research.
Originality/value
This study exposes the current trends in CE and IoT. The results and analysis are both compelling and verifiable, hence, establishing a firm base of reference for future research in related fields.
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Lucas Conde Stocco, Luciana Oranges Cezarino, Lara Bartocci Liboni and V.G. Venkatesh
This paper aims to analyse systematically previous literature that sought to understand the formation of circular supply chains (CSCs) and propose a research agenda for…
Abstract
Purpose
This paper aims to analyse systematically previous literature that sought to understand the formation of circular supply chains (CSCs) and propose a research agenda for implementing circular economy 4.0 in the wholesale industry.
Design/methodology/approach
The research is based on a systematic literature review.
Findings
There is a prevalence of research related to manufacturing and how industrial complexes can establish practices linked to the circular economy. The reviewed papers in this study can be classified into three perspectives: systemic analysis, institutional perspective and operational perspective. Considering these categories and the wholesaler perspective, there is a scope to explore Industry 4.0 technologies applications with wholesale distributors and their contributions to the reverse flow of waste along the CSC. In addition, it is interesting to examine the interpretation of wholesale distributors on circularity, and how these members can contribute to filling the information gaps between industries and retailers based on the concepts of circular economy and Industry 4.0, and how they can contribute to establishing public policies for proper waste recycling methods.
Originality/value
First, this research considers the wholesaler the exclusive supply chain member under the influence of Industry 4.0 and highlights its importance in firms' circular operations. Second, it provides an inclusive plan for the other stakeholders to interact with the wholesaler echelon to design and operate under 4.0 technologies to consolidate effective CSCs.
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