Understanding consumer perceptions and attitudes toward smart retail services

Abstract

Purpose

This study aims to identify the antecedent factors influencing consumer attitudes and patronage intentions toward an intelligent unmanned convenience store (IUCVS) in Taiwan. The IUCVS is a new smart service that offers customers a novel shopping experience, given that it avoids queues and physical contacts with cashiers. However, studies discussing IUCVS remain scant owing to its brief history.

Design/methodology/approach

This research develops a synergistic model combining original unified theory of acceptance and use of technology (UTAUT) constructs with perceived risk and value to test differences between unexperienced and experienced customers’ attitudes and patronage intentions toward IUCVSs. Data collected from 268 experienced and 156 unexperienced consumers were tested against the proposed research model using partial least squares (PLS) structural equation modeling and multi-group analysis (PLS-MGA).

Findings

In line with expectations, three UTAUT variables (i.e. performance, effort expectancy and social influence) and perceived value significantly and positively influence consumer attitudes toward IUCVSs. This research confirms the significant and negative direct effect of perceived risk on consumers’ patronage intentions toward IUCVSs. Furthermore, the PLS-MGA results unveil that a significant difference exist in the effects of perceived convenience value on attitudes toward IUCVS between consumers who had experience of using self-service machines and those who have not.

Originality/value

This research successfully fills the research gap by offering a synergistic model for evaluating consumers’ attitudes and patronage intentions toward a new smart service. Several important theoretical and practical implications are provided to help retail managers develop service strategies.

Citation

Lin, C.-Y. (2022), "Understanding consumer perceptions and attitudes toward smart retail services", Journal of Services Marketing, Vol. 36 No. 8, pp. 1015-1030. https://doi.org/10.1108/JSM-09-2020-0407