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. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    3. 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.
    4. 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. Saeideh Sharifi fard & Ezhar Tamam & Md Salleh Hj Hassan & Moniza Waheed & Zeinab Zaremohzzabieh, 2016. "Factors affecting Malaysian university students’ purchase intention in social networking sites," Cogent Business & Management, Taylor & Francis Journals, vol. 3(1), pages 1182612-118, December.
    2. Chou, Jui-Sheng & Gusti Ayu Novi Yutami, I, 2014. "Smart meter adoption and deployment strategy for residential buildings in Indonesia," Applied Energy, Elsevier, vol. 128(C), pages 336-349.
    3. Philippe Cohard, 2020. "Information Systems Values: A Study of the Intranet in Three French Higher Education Institutions," Post-Print hal-02987225, HAL.
    4. Melih Engin & Fatih Gürses, 2019. "Adoption of Hospital Information Systems in Public Hospitals in Turkey: An Analysis with the Unified Theory of Acceptance and Use of Technology Model," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(06), pages 1-19, October.
    5. Morosan, Cristian, 2016. "An empirical examination of U.S. travelers’ intentions to use biometric e-gates in airports," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 120-128.
    6. Tsung Teng Chen, 2012. "The development and empirical study of a literature review aiding system," Scientometrics, Springer;Akadémiai Kiadó, vol. 92(1), pages 105-116, July.
    7. Abdesamad Zouine & Pierre Fenies, 2014. "The Critical Success Factors Of The ERP System Project: A Meta-Analysis Methodology," Post-Print hal-01419785, HAL.
    8. Debora Bettiga & Lucio Lamberti & Emanuele Lettieri, 2020. "Individuals’ adoption of smart technologies for preventive health care: a structural equation modeling approach," Health Care Management Science, Springer, vol. 23(2), pages 203-214, June.
    9. Kertcher, Zack & Venkatraman, Rohan & Coslor, Erica, 2020. "Pleasingly parallel: Early cross-disciplinary work for innovation diffusion across boundaries in grid computing," Journal of Business Research, Elsevier, vol. 116(C), pages 581-594.
    10. Talukder, Md. Shamim & Sorwar, Golam & Bao, Yukun & Ahmed, Jashim Uddin & Palash, Md. Abu Saeed, 2020. "Predicting antecedents of wearable healthcare technology acceptance by elderly: A combined SEM-Neural Network approach," Technological Forecasting and Social Change, Elsevier, vol. 150(C).
    11. Fang Li & Sheng Zhang & Yuhuan Jin, 2018. "Sustainability of University Technology Transfer: Mediating Effect of Inventor’s Technology Service," Sustainability, MDPI, vol. 10(6), pages 1-17, June.
    12. Waqar Younas & K. Ramanathan Kalimuthu, 2021. "Telecom microfinance banking versus commercial banking: a battle in the financial services sector," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(2), pages 67-80, June.
    13. Sarv Devaraj & Robert F. Easley & J. Michael Crant, 2008. "Research Note ---How Does Personality Matter? Relating the Five-Factor Model to Technology Acceptance and Use," Information Systems Research, INFORMS, vol. 19(1), pages 93-105, March.
    14. 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.
    15. Claudio Vitari & Elisabetta Raguseo, 2016. "Big data value and financial performance: an empirical investigation [Digital data, dynamic capability and financial performance: an empirical investigation in the era of Big Data]," Post-Print halshs-01923271, HAL.
    16. Yu Wang & Shanyong Wang & Jing Wang & Jiuchang Wei & Chenglin Wang, 2020. "An empirical study of consumers’ intention to use ride-sharing services: using an extended technology acceptance model," Transportation, Springer, vol. 47(1), pages 397-415, February.
    17. Proserpio, Luigi & Magni, Massimo, 2012. "Teaching without the teacher? Building a learning environment through computer simulations," International Journal of Information Management, Elsevier, vol. 32(2), pages 99-105.
    18. Sharma, Mahak & Antony, Rose & Sehrawat, Rajat & Cruz, Angel Contreras & Daim, Tugrul U., 2022. "Exploring post-adoption behaviors of e-service users: Evidence from the hospitality sector /online travel services," Technology in Society, Elsevier, vol. 68(C).
    19. Chen-Yuan Chen & Bih-Yaw Shih & Shih-Hsien Yu, 2012. "Disaster prevention and reduction for exploring teachers’ technology acceptance using a virtual reality system and partial least squares techniques," Natural Hazards: Journal of the International Society for the Prevention and Mitigation of Natural Hazards, Springer;International Society for the Prevention and Mitigation of Natural Hazards, vol. 62(3), pages 1217-1231, July.
    20. Paul Juinn Bing Tan, 2013. "Applying the UTAUT to Understand Factors Affecting the Use of English E-Learning Websites in Taiwan," SAGE Open, , vol. 3(4), pages 21582440135, October.

    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.