Consumer Resistance to Innovation in Services

Zied Mani (zied.mani@parisnanterre.fr) and Inès Chouk
Additional contact information
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

Post-Print from HAL

Abstract: The Internet of Things (IoT) is expected to be the next phase of the Internet revolution and to transform consumers' service experience. It nevertheless raises challenges on innovation in services. Based on Ram and Sheth's (1989) theoretical framework, this work attempts to provide a better understanding of the barriers that lead to consumers' resistance to smart services as an innovation. To this end, our research adopts an integrative framework that combines functional barriers, psychological barriers, and individual barriers to explain consumer resistance to smart services. Structural equation modeling was used to test this theoretical framework. Our research enriches the existing literature by (1) adapting Ram and Sheth's (1989) theoretical framework to the evolution of digital technologies (technological vulnerability barriers), (2) taking into account the ideological aspect of resistance (ideological barriers), and (3) considering dispositional variables (individual barriers). Moreover, it highlights the key role of skepticism toward IoT devices as a mediator between technological vulnerability barriers and individual barriers on the one hand and consumer resistance to smart services on the other.

Date: 2018-09
Note: View the original document on HAL open archive server: https://hal.science/hal-03700875v1
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (22)

Published in Journal of Product Innovation Management, 2018, 35 (5), pp.780-807. ⟨10.1111/jpim.12463⟩

Downloads: (external link)
https://hal.science/hal-03700875v1/document (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03700875

DOI: 10.1111/jpim.12463

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD (hal@ccsd.cnrs.fr).