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Smart banking: Why it's important to take into account consumers' concerns?

Author

Listed:
  • Zied Mani

    (LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes)

  • Inès Chouk

    (THEMA - Théorie économique, modélisation et applications - UPN - Université Paris Nanterre - UCP - Université de Cergy Pontoise - Université Paris-Seine - CNRS - Centre National de la Recherche Scientifique)

Abstract

The rapid development in recent years of the Internet of Things has fostered the emergence of new models and services. Despite the numerous opportunities that the Internet of Things offers for services, there still remain major challenges to be addressed by companies. The aim of this paper is to provide a better understanding of antecedents of consumers' resistance to smart services. Our findings show that two categories of factors have a significant impact on consumer resistance: (1) functional barriers (unauthorized secondary use of personal information, perceived health risk, and perceived security risk) and psychological barriers (technology anxiety, need for human interaction, and consumer empowerment).

Suggested Citation

  • Zied Mani & Inès Chouk, 2018. "Smart banking: Why it's important to take into account consumers' concerns?," Working Papers halshs-01678806, HAL.
    • Handle: RePEc:hal:wpaper:halshs-01678806
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-01678806
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    References listed on IDEAS

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    1. Meuter, Matthew L. & Ostrom, Amy L. & Bitner, Mary Jo & Roundtree, Robert, 2003. "The influence of technology anxiety on consumer use and experiences with self-service technologies," Journal of Business Research, Elsevier, vol. 56(11), pages 899-906, November.
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    4. Laukkanen, Tommi, 2016. "Consumer adoption versus rejection decisions in seemingly similar service innovations: The case of the Internet and mobile banking," Journal of Business Research, Elsevier, vol. 69(7), pages 2432-2439.
    5. Inman, J. Jeffrey & Nikolova, Hristina, 2017. "Shopper-Facing Retail Technology: A Retailer Adoption Decision Framework Incorporating Shopper Attitudes and Privacy Concerns," Journal of Retailing, Elsevier, vol. 93(1), pages 7-28.
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    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    consumer resistance; innovation; Internet of Things; smart service; service technology; consumer empowerment;
    All these keywords.

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