Increasing Shopper Trust in Retailer Technological Interfaces via Auditory Confirmation

Ryann Reynolds-McIlnay and Maureen Morrin

Journal of Retailing, 2019, vol. 95, issue 4, 128-142

Abstract: This research examines the effects of sounds made by retail technological interfaces – self-checkout kiosks, credit card readers, mobile apps, websites – at point-of-sale. We propose that such sounds, retail transaction auditory confirmation (RTAC), increase trust in technological interfaces by providing auditory confirmation that stages of the checkout process have been successfully executed. Increased trust in technological interfaces leads to positive downstream consequences in the form of satisfaction and purchase intention. Visual and auditory distraction in the retail environment reduces trust, even when visual confirmation is provided, but synchronously provided audio-visual confirmation attenuates the negative effects of environment distraction.

Keywords: Retail environment; Sensory marketing; Sounds; Trust; Point-of-sale transaction; Multi-modal confirmation (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (6)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jouret:v:95:y:2019:i:4:p:128-142

DOI: 10.1016/j.jretai.2019.10.006

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