Connecting with consumers using ubiquitous technology: A new model to forecast consumer reaction

Anna Margulis, Harold Boeck and Michel Laroche

Journal of Business Research, 2020, vol. 121, issue C, 448-460

Abstract: Firms increasingly use ubiquitous technology in marketing to interact with consumers, locate and identify them, push promotions, and gather detailed purchasing data. This increased connectivity through ubiquitous technology creates a new bond between consumers and firms. Although most consumers willingly accept this connection, some perceive it as unwanted proximity, qualify it as intrusive, and consequently refuse to engage with firms. This research is intended to support firms that are interested in implementing ubiquitous technology in their marketing activities. We propose a new consumer response model, confirm a good fit with the data, and its stability in the presence of socio-demographic moderators using structural equations and multi-group analyses. This model is a tool that accurately captures the optimal settings of ubiquitous technology use and enables firms to efficiently predict consumer reactions to this technology, handily design implementation, and provide an improved customer experience.

Keywords: Ubiquitous technology; Interactive marketing; Consumer reactions; Technology adoption; RFID; Multi-group analysis (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:121:y:2020:i:c:p:448-460

DOI: 10.1016/j.jbusres.2019.04.019

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