Impact of privacy concerns on resistance to smart services: does the ‘Big Brother effect’ matter?

Zied Mani () and Inès Chouk
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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 - CNRS - Centre National de la Recherche Scientifique - CY - CY Cergy Paris Université

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Abstract: The aim of this study is to provide a better understanding of the factors that explain consumer resistance to smart services from a privacy perspective. To this end, an exploratory qualitative study and a quantitative study were carried out. 653 French consumers answered an online questionnaire regarding smart services in the banking sector. Structural equation modelling was used to test the conceptual model. The findings show that information privacy, the unauthorised secondary use of personal information and perceived intrusion have an impact on consumer resistance to smart services. Moreover, our research highlights the major role of the ‘Big Brother effect' as an antecedent to these various privacy concerns.

Keywords: smart service; smart product; privacy concerns; resistance; Big Brother (search for similar items in EconPapers)
Date: 2019
Note: View the original document on HAL open archive server: https://hal.science/hal-03217977
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Citations: View citations in EconPapers (8)

Published in Journal of Marketing Management, 2019, The role of smart technologies in decision making: developing, supporting and training smart consumers, 35 (15-16), pp.1460-1479. ⟨10.1080/0267257X.2019.1667856⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03217977

DOI: 10.1080/0267257X.2019.1667856

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