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Customers’ intention to adopt smart lockers in last-mile delivery service: A multi-theory perspective

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  • Tsai, Yao-Te
  • Tiwasing, Praewwanit

Abstract

Many logistics service providers are now adjusting their business service strategies to satisfy consumers' higher demands and expectations. An automated parcel locker for self-pickup is one of the options; however, there is currently no smart locker service available in Thailand. This study integrates resource matching theory, innovation diffusion theory, and theory of planned behavior to clarify Thai consumers' intention to utilize smart lockers. The data for this study were received from 302 participants living in Thailand. Convenience, reliability, privacy security, compatibility, relative advantage, complexity, perceived behavioral control, and attitude were included in the questionnaire to test if they were significant determinants of consumers' intention to use smart lockers. The results reveal that convenience, reliability, privacy security, compatibility, relative advantage, complexity, perceived behavioral control, and attitude influence Thai consumers’ intention to use smart lockers. This study contributes to the literature on combining resource matching theory, innovation diffusion theory, and theory of planned behavior; this enriches theoretical research on self-service technologies in last-mile logistics delivery, and also provides insights for consumer behavioral research.

Suggested Citation

  • Tsai, Yao-Te & Tiwasing, Praewwanit, 2021. "Customers’ intention to adopt smart lockers in last-mile delivery service: A multi-theory perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    • Handle: RePEc:eee:joreco:v:61:y:2021:i:c:s0969698921000801
    DOI: 10.1016/j.jretconser.2021.102514
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    References listed on IDEAS

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    3. Yuen, Kum Fai & Wang, Xueqin & Ma, Fei & Wong, Yiik Diew, 2019. "The determinants of customers’ intention to use smart lockers for last-mile deliveries," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 316-326.
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    Cited by:

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    3. Sina Mohri, Seyed & Nassir, Neema & Thompson, Russell G. & Ghaderi, Hadi, 2024. "Last-Mile logistics with on-premises parcel Lockers: Who are the real Beneficiaries?," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 183(C).
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    8. Jee, Teck Weng, 2021. "The perception of discount sales promotions – A utilitarian and hedonic perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    9. Waseem Ahmad Khan & Zain Ul Abideen, 2023. "Effects of behavioural intention on usage behaviour of digital wallet: the mediating role of perceived risk and moderating role of perceived service quality and perceived trust," Future Business Journal, Springer, vol. 9(1), pages 1-15, December.
    10. Chakraborty, Debarun & Singu, Hari Babu & Patre, Smruti, 2022. "Fitness Apps's purchase behaviour: Amalgamation of Stimulus-Organism-Behaviour-Consequence framework (S–O–B–C) and the innovation resistance theory (IRT)," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    11. Jiang, Yi & Lai, Po-Lin & Yang, Ching-Chiao & Wang, Xinchen, 2023. "Exploring the factors that drive consumers to use contactless delivery services in the context of the continued COVID-19 pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
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    13. Liu, Chih-Hsing & Dong, Tse-Ping & Vu, Ho Tran, 2023. "Transformed virtual concepts into reality: Linkage the viewpoint of entrepreneurial passion, technology adoption propensity and advantage to usage intention," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    14. Wang, Xueqin & Wong, Yiik Diew & Chen, Tianyi & Yuen, Kum Fai, 2022. "An investigation of technology-dependent shopping in the pandemic era: Integrating response efficacy and identity expressiveness into theory of planned behaviour," Journal of Business Research, Elsevier, vol. 142(C), pages 1053-1067.
    15. Lyu, Tu & Chen, Hao & Guo, Yulin, 2023. "Investigating innovation diffusion, social influence, and personal inner forces to understand people's participation in online e-waste recycling," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    16. Yang, Hye-jeong & Fang, Mingjie & Yao, Jinge & Su, Miao, 2023. "Green cooperation in last-mile logistics and consumer loyalty: An empirical analysis of a theoretical framework," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    17. Cai, Lanhui & Yuen, Kum Fai & Xie, Diancen & Fang, Mingjie & Wang, Xueqin, 2021. "Consumer's usage of logistics technologies: Integration of habit into the unified theory of acceptance and use of technology," Technology in Society, Elsevier, vol. 67(C).
    18. Chen, Liuyan & Wu, Pengkun & Dou, Yudan & Wu, Yuanyuan, 2023. "Investigating senders’ switching intention to smart lockers: An extension of push-pull-mooring model," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    19. Katarzyna Kolasińska-Morawska & Łukasz Sułkowski & Piotr Buła & Marta Brzozowska & Paweł Morawski, 2022. "Smart Logistics—Sustainable Technological Innovations in Customer Service at the Last-Mile Stage: The Polish Perspective," Energies, MDPI, vol. 15(17), pages 1-33, September.
    20. Bartosz Sawik & Adrian Serrano-Hernandez & Alvaro Muro & Javier Faulin, 2022. "Multi-Criteria Simulation-Optimization Analysis of Usage of Automated Parcel Lockers: A Practical Approach," Mathematics, MDPI, vol. 10(23), pages 1-17, November.
    21. Kotzab, Herbert & Yumurtacı Hüseyinoğlu, Işık Özge & Şen, Irmak & Mena, Carlos, 2024. "Exploring home delivery service attributes: Sustainability versus delivery expectations during the COVID-19 pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    22. Xueqin Wang & Yiik Diew Wong & Kum Fai Yuen, 2021. "Does COVID-19 Promote Self-Service Usage among Modern Shoppers? An Exploration of Pandemic-Driven Behavioural Changes in Self-Collection Users," IJERPH, MDPI, vol. 18(16), pages 1-22, August.
    23. Kumar, Aman & Shankar, Amit & Agarwal, Reeti & Agarwal, Vaishali & Alzeiby, Ebtesam Abdullah, 2024. "With enterprise metaverse comes great possibilities! Understanding metaverse usage intention from an employee perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).

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