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http://hdl.handle.net/1942/37419
Title: | How customers motive attributions impact intentions to use an interactive kiosk in-store | Authors: | van de Sanden, Stephanie WILLEMS, Kim BRENGMAN, Malaika |
Issue Date: | 2022 | Publisher: | ELSEVIER SCI LTD | Source: | Journal of Retailing and Consumer Services, 66 (Art N° 102918) | Abstract: | This study explores the effect of customers motive attributions that is, the motives customers ascribe to a retailer for introducing interactive kiosks into the store, on their expectations of the technology and usage intentions. We study two types of motive attribution: (1) to self-serve the retailer's own economic goals or (2) to better serve customers' needs. Data were collected at a do-it-yourself retailer that recently installed interactive kiosks. Empirical results demonstrate that customer-serving motive attributions improve intention to use, both via expected performance and via expected enjoyment. Our findings also demonstrate that customers expect the interactive kiosk to be less enjoyable when attributing self-serving retailer motives. Managerial implications are discussed along with direction for future research. | Notes: | van de Sanden, S (corresponding author), Vrije Univ Brussel, Fac Econ & Social Sci, Pleinlaan 2, B-1050 Brussels, Belgium.; van de Sanden, S (corresponding author), Solvay Business Sch, Dept Business Cluster Mkt & Consumer Behav, Pleinlaan 2, B-1050 Brussels, Belgium. stephanie.van.de.sanden@vub.be; kim.willems@vub.be; malaika.brengman@vub.be |
Keywords: | Interactive kiosk;Customer motive attributions;Technology acceptance;In-store retail | Document URI: | http://hdl.handle.net/1942/37419 | ISSN: | 0969-6989 | e-ISSN: | 1873-1384 | DOI: | 10.1016/j.jretconser.2022.102918 | ISI #: | WOS:000787888600012 | Rights: | 2022 Elsevier Ltd. All rights reserved. | Category: | A1 | Type: | Journal Contribution | Validations: | ecoom 2023 |
Appears in Collections: | Research publications |
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