SIoT robots and consumer experiences in retail: Unpacking repeat purchase intention drivers leveraging computers are social actors (CASA) paradigm

Ronan de Kervenoael, Alexandre Schwob, Rajibul Hasan and Evangelia Psylla

Journal of Retailing and Consumer Services, 2024, vol. 76, issue C

Abstract: This study contributes to knowledge on the so far limited understanding of how to manage collaboration between Social Internet of Things (SIoT) service robots and consumers in the retail context. Embedded in Computers Are Social Actors (CASA) paradigm, we leverage a Partial Least Approach - Structural Equation Modelling (PLS-SEM) (n = 356) to show that word of mouth, consumer promotion experience, relationship quality, and inspiration significantly impact consumers’ repeat purchase intention when SIoT robots are used. Noticeably, while relationship quality is significant, it has a negative coefficient indicating that consumers may have high pre-existing anxiety towards SIoT service robots.

Keywords: Social internet of things; Retail service; Supermarkets; CASA; Smart robots; Repeat purchase; PLS-SEM (search for similar items in EconPapers)
Date: 2024
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:76:y:2024:i:c:s0969698923003405

DOI: 10.1016/j.jretconser.2023.103589

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