IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-04643340.html
   My bibliography  Save this paper

Conceptualizing social acceptability of technological innovation in frontline service experiences: a qualitative study

Author

Listed:
  • Julie Jammes
  • Gilles N'Goala
  • Pauline Folcher

    (MRM - Montpellier Research in Management - UM1 - Université Montpellier 1 - UPVM - Université Paul-Valéry - Montpellier 3 - UM2 - Université Montpellier 2 - Sciences et Techniques - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School)

Abstract

Purpose – The aim of this article is to propose a conceptualization of the social acceptability of technological innovation in frontline service experiences, highlighting the various dimensions of this process. Design/methodology/approach – A literature review synthesizes perspectives on the concept of social acceptability of technological innovation in frontline service experiences from various disciplines in the humanities and social sciences (psychology, sociology, political science, education, etc.). This synthesis is enriched by an exploratory qualitative study conducted in various service sectors (e.g., IT and technology services, education, tourism, financial services). Semi-structured interviews were conducted with 30 participants, including 16 service providers and 14 consumers. Findings – A bidimensional conceptualization of the social acceptability of technological innovation in frontline service experiences from the consumer's perspective is proposed. The first dimension, perceived social desirability, has been identified but has not yet undergone empirical validation in the literature. The second newly identified dimension is perceived accessibility. Research limitations/implications – This article is primarily exploratory and conceptual and requires empirical testing. It is particularly important to operationalize the concept by developing a robust measurement scale to confirm the applicability of the proposed framework. Practical implications – This study provides valuable guidance for practitioners in designing technologically innovative frontline service experiences that are more socially acceptable. The goal is to improve service design while understanding consumer behavioral responses (i.e., proactive acceptance, passive acceptance, indifference, or rejection) to a service delivery and consumption situation. Originality/value – As the first attempt to conceptualize the social acceptability of technological innovation in frontline service experiences, this article enriches our current understanding of the subject, advocating for its broader relevance and paving the way for future development.

Suggested Citation

  • Julie Jammes & Gilles N'Goala & Pauline Folcher, 2024. "Conceptualizing social acceptability of technological innovation in frontline service experiences: a qualitative study," Post-Print hal-04643340, HAL.
    • Handle: RePEc:hal:journl:hal-04643340
    Note: View the original document on HAL open archive server: https://hal.science/hal-04643340
    as

    Download full text from publisher

    File URL: https://hal.science/hal-04643340/document
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sébastien Bourdin & Fabien Nadou & François Raulin, 2019. "Les collectivités locales comme acteurs intermédiaires de la territorialisation de la transition énergétique : l’exemple de la méthanisation," Géographie, économie, société, Lavoisier, vol. 21(4), pages 273-293.
    2. Derek D. Rucker & Adam D. Galinsky, 2008. "Desire to Acquire: Powerlessness and Compensatory Consumption," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 35(2), pages 257-267, April.
    3. Martínez-Espiñeira, Roberto & García-Valiñas, María Á. & Matesanz, David, 2019. "Public Attitudes towards Hydraulic Fracturing in Western Newfoundland," Energy Economics, Elsevier, vol. 84(C).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chadwick J. Miller & Daniel C. Brannon & Jim Salas & Martha Troncoza, 2021. "Advertising, incentives, and the upsell: how advertising differentially moderates customer- vs. retailer-directed price incentives’ impact on consumers’ preferences for premium products," Journal of the Academy of Marketing Science, Springer, vol. 49(6), pages 1043-1064, November.
    2. Stathopoulou, Anastasia & Balabanis, George, 2019. "The effect of cultural value orientation on consumers' perceptions of luxury value and proclivity for luxury consumption," Journal of Business Research, Elsevier, vol. 102(C), pages 298-312.
    3. DeMarree, Kenneth G. & Briñol, Pablo & Petty, Richard E., 2014. "The effects of power on prosocial outcomes: A self-validation analysis," Journal of Economic Psychology, Elsevier, vol. 41(C), pages 20-30.
    4. Koo, Jayoung & Im, Hyunjoo, 2019. "Going up or down? Effects of power deprivation on luxury consumption," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 443-449.
    5. Ho, Foo Nin & Wong, Jared & Brodowsky, Glen, 2023. "Does masstige offer the prestige of luxury without the social costs? Status and warmth perceptions from masstige and luxury signals," Journal of Business Research, Elsevier, vol. 155(PA).
    6. Bella Rozenkrants & S Christian Wheeler & Baba Shiv & Gita JoharEditor & Derek RuckerAssociate Editor, 2017. "Self-Expression Cues in Product Rating Distributions: When People Prefer Polarizing Products," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 44(4), pages 759-777.
    7. Ozili, Peterson K, 2020. "Financial inclusion: a strong critique," MPRA Paper 101813, University Library of Munich, Germany.
    8. Wang, Yajin, 2022. "A conceptual framework of contemporary luxury consumption," International Journal of Research in Marketing, Elsevier, vol. 39(3), pages 788-803.
    9. Choi, Dayeon & Seo, Yuri & Septianto, Felix & Ko, Eunju, 2022. "Luxury customization and self-authenticity: Implications for consumer wellbeing," Journal of Business Research, Elsevier, vol. 141(C), pages 243-252.
    10. Mourali, Mehdi & Nagpal, Anish, 2013. "The powerful select, the powerless reject: Power's influence in decision strategies," Journal of Business Research, Elsevier, vol. 66(7), pages 874-880.
    11. Hwang, YooHee & Shin, Joongwon & Mattila, Anna S., 2018. "So private, yet so public: The impact of spatial distance, other diners, and power on solo dining experiences," Journal of Business Research, Elsevier, vol. 92(C), pages 36-47.
    12. Todd Pezzuti & James M. Leonhardt, 2023. "What’s not to like? Negations in brand messages increase consumer engagement," Journal of the Academy of Marketing Science, Springer, vol. 51(3), pages 675-694, May.
    13. Dörnyei, Krisztina Rita & Lunardo, Renaud, 2021. "When limited edition packages backfire: The role of emotional value, typicality and need for uniqueness," Journal of Business Research, Elsevier, vol. 137(C), pages 233-243.
    14. Chenhong Peng, 2023. "Household Consumption and the Discrepancy Between Economic and Subjective Poverty: The Mediating Roles of Perceived Social Status and Social Connectedness," Journal of Happiness Studies, Springer, vol. 24(5), pages 1703-1727, June.
    15. Mourali, Mehdi & Yang, Zhiyong & Pons, Frank & Hassay, Derek, 2018. "Consumer power and choice deferral: The role of anticipated regret," International Journal of Research in Marketing, Elsevier, vol. 35(1), pages 81-99.
    16. Dixon, Darcie & Mikolon, Sven, 2021. "Cents of self: How and when self-signals influence consumer value derived from choices of green products," International Journal of Research in Marketing, Elsevier, vol. 38(2), pages 365-386.
    17. Das, Gopal & Mukherjee, Amaradri & Smith, Ronn J., 2018. "The Perfect Fit: The Moderating Role of Selling Cues on Hedonic and Utilitarian Product Types," Journal of Retailing, Elsevier, vol. 94(2), pages 203-216.
    18. Eesha Sharma & Punam A. Keller, 2017. "A Penny Saved Is Not a Penny Earned: When Decisions to Earn and Save Compete for Consumer Resources," Journal of the Association for Consumer Research, University of Chicago Press, vol. 2(1), pages 64-77.
    19. Savita Hanspal & P. Raj Devasagayam, 2017. "Impact of Consumers’ Self-Image and Demographics on Preference for Healthy Labeled Foods," SAGE Open, , vol. 7(1), pages 21582440166, January.
    20. Elodie Gentina & L. J. Shrum & Tina M. Lowrey & Scott J. Vitell & Gregory M. Rose, 2018. "An Integrative Model of the Influence of Parental and Peer Support on Consumer Ethical Beliefs: The Mediating Role of Self-Esteem, Power, and Materialism," Journal of Business Ethics, Springer, vol. 150(4), pages 1173-1186, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-04643340. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.