Smart banking: Why it's important to take into account consumers' concerns?

Zied Mani (1) , Inès Chouk (2)

1 LEMNA - Laboratoire d'économie et de management de Nantes Atlantique
2 THEMA - Théorie économique, modélisation et applications

The rapid development in recent years of the Internet of Things has fostered the emergence of new models and services. Despite the numerous opportunities that the Internet of Things offers for services, there still remain major challenges to be addressed by companies. The aim of this paper is to provide a better understanding of antecedents of consumers’ resistance to smart services. Our findings show that two categories of factors have a significant impact on consumer resistance: (1) functional barriers (unauthorized secondary use of personal information, perceived health risk, and perceived security risk) and psychological barriers (technology anxiety, need for human interaction, and consumer empowerment).

Mots clés: consumer resistance; innovation; Internet of Things; smart service; service technology; consumer empowerment

Domaines: Gestion et management

Zied Mani, Inès Chouk. Smart banking: Why it's important to take into account consumers' concerns?. 2018. ⟨halshs-01678806⟩