IDEAS home Printed from https://ideas.repec.org/a/spr/manrev/v70y2020i3d10.1007_s11301-019-00171-8.html
   My bibliography  Save this article

To trust or not to trust smart consumer products: a literature review of trust-building factors

Author

Listed:
  • Oliver Michler

    (Bielefeld University)

  • Reinhold Decker

    (Bielefeld University)

  • Christian Stummer

    (Bielefeld University)

Abstract

Numerous “smart” consumer products are already available on the market, and the diversity of such smart products is expected to increase considerably in the future. However, use diffusion of these products is hampered by consumers’ lack of trust toward smart products. Accordingly, trust must be built in smart products before companies (and society) can tap the full economic potential of these products. The present review of articles investigates various factors that might influence this process. We classify these factors into several categories: control, transparency, security and protection, product performance, product handling, brand, as well as onboarding and information. Furthermore, we account for the relevance of these factors in three of the primary fields in which smart products are currently available: smart homes, mobility, as well as entertainment and communication. The review concludes that consumer control over smart, autonomous products has a significant impact across all three fields with regard to establishing a fundamental level of trust. Additional trust can be created through, for example, onboarding and information features, which help users to learn about smart solutions and their behavior.

Suggested Citation

  • Oliver Michler & Reinhold Decker & Christian Stummer, 2020. "To trust or not to trust smart consumer products: a literature review of trust-building factors," Management Review Quarterly, Springer, vol. 70(3), pages 391-420, August.
    • Handle: RePEc:spr:manrev:v:70:y:2020:i:3:d:10.1007_s11301-019-00171-8
    DOI: 10.1007/s11301-019-00171-8
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11301-019-00171-8
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11301-019-00171-8?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Mick, David Glen & Fournier, Susan, 1998. "Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 25(2), pages 123-143, September.
    2. Barbara H. Wixom & Peter A. Todd, 2005. "A Theoretical Integration of User Satisfaction and Technology Acceptance," Information Systems Research, INFORMS, vol. 16(1), pages 85-102, March.
    3. Felix Becker & Kay W. Axhausen, 2017. "Literature review on surveys investigating the acceptance of automated vehicles," Transportation, Springer, vol. 44(6), pages 1293-1306, November.
    4. Anonymous, 2013. "Introduction to the Issue," Journal of Wine Economics, Cambridge University Press, vol. 8(3), pages 243-243, December.
    5. Christopher R. Plouffe & John S. Hulland & Mark Vandenbosch, 2001. "Research Report: Richness Versus Parsimony in Modeling Technology Adoption Decisions—Understanding Merchant Adoption of a Smart Card-Based Payment System," Information Systems Research, INFORMS, vol. 12(2), pages 208-222, June.
    6. Truong, Yann & Klink, Richard R. & Simmons, Geoff & Grinstein, Amir & Palmer, Mark, 2017. "Branding strategies for high-technology products: The effects of consumer and product innovativeness," Journal of Business Research, Elsevier, vol. 70(C), pages 85-91.
    7. Christian Fisch & Joern Block, 2018. "Six tips for your (systematic) literature review in business and management research," Management Review Quarterly, Springer, vol. 68(2), pages 103-106, April.
    8. Wilson, Charlie & Hargreaves, Tom & Hauxwell-Baldwin, Richard, 2017. "Benefits and risks of smart home technologies," Energy Policy, Elsevier, vol. 103(C), pages 72-83.
    9. Katherine J. Stewart, 2003. "Trust Transfer on the World Wide Web," Organization Science, INFORMS, vol. 14(1), pages 5-17, February.
    10. Se-Joon Hong & Kar Yan Tam, 2006. "Understanding the Adoption of Multipurpose Information Appliances: The Case of Mobile Data Services," Information Systems Research, INFORMS, vol. 17(2), pages 162-179, June.
    11. Deighton, John, 1992. "The Consumption of Performance," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(3), pages 362-372, December.
    12. Belk, Russell W, 1988. "Possessions and the Extended Self," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 15(2), pages 139-168, September.
    13. Anonymous, 2013. "Introduction to the Issue," Journal of Wine Economics, Cambridge University Press, vol. 8(2), pages 129-130, November.
    14. Margherita Pagani, 2004. "Determinants of adoption of third generation mobile multimedia services," Post-Print hal-02313098, HAL.
    15. Rese, Alexandra & Schreiber, Stefanie & Baier, Daniel, 2014. "Technology acceptance modeling of augmented reality at the point of sale: Can surveys be replaced by an analysis of online reviews?," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 869-876.
    16. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    17. Gavan J. Fitzsimons & Donald R. Lehmann, 2004. "Reactance to Recommendations: When Unsolicited Advice Yields Contrary Responses," Marketing Science, INFORMS, vol. 23(1), pages 82-94, September.
    18. V. Kumar & Ashutosh Dixit & Rajshekar (Raj) G. Javalgi & Mayukh Dass, 2016. "Research framework, strategies, and applications of intelligent agent technologies (IATs) in marketing," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 24-45, January.
    19. Mohamed Souka & Daniel Böger & Reinhold Decker & Christian Stummer & Alisa Wiemann, 2020. "Is more automation always better? An empirical study of customers' willingness to use autonomous vehicle functions," International Journal of Automotive Technology and Management, Inderscience Enterprises Ltd, vol. 20(1), pages 1-24.
    20. Lorenz Graf-Vlachy & Katharina Buhtz & Andreas König, 2018. "Social influence in technology adoption: taking stock and moving forward," Management Review Quarterly, Springer, vol. 68(1), pages 37-76, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Son, Youngdoo & Kim, Wonjoon, 2023. "Development of methodology for classification of user experience (UX) in online customer review," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    2. Marius G. Gehrisch & Stefan Süß, 2023. "Organizational behavior in international strategic alliances and the relation to performance – a literature review and avenues for future research," Management Review Quarterly, Springer, vol. 73(3), pages 1045-1107, September.
    3. Bilstein, Nicola & Stummer, Christian, 2023. "Editorial – Special Issue: Managing Smart Services and Smart Service Systems," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 7(1), pages 2-6.
    4. William Rand & Christian Stummer, 2021. "Agent‐based modeling of new product market diffusion: an overview of strengths and criticisms," Annals of Operations Research, Springer, vol. 305(1), pages 425-447, October.
    5. Lisa Diamond & Alexander Mirnig & Peter Fröhlich, 2023. "Encouraging Trust in Demand-Side Management via Interaction Design: An Automation Level Based Trust Framework," Energies, MDPI, vol. 16(5), pages 1-31, March.
    6. Nicola Bilstein & Christian Stummer, 2020. "Special Section: Multidisciplinary Perspectives on Challenges in Managing Smart Products and Services," Schmalenbach Business Review, Springer;Schmalenbach-Gesellschaft, vol. 72(4), pages 479-483, October.
    7. Mauro Luis Gotsch & Marcus Schögel, 2023. "Addressing the privacy paradox on the organizational level: review and future directions," Management Review Quarterly, Springer, vol. 73(1), pages 263-296, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Attié, Elodie & Meyer-Waarden, Lars, 2022. "The acceptance and usage of smart connected objects according to adoption stages: an enhanced technology acceptance model integrating the diffusion of innovation, uses and gratification and privacy ca," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    2. Weiyin Hong & Frank K. Y. Chan & James Y. L. Thong & Lewis C. Chasalow & Gurpreet Dhillon, 2014. "A Framework and Guidelines for Context-Specific Theorizing in Information Systems Research," Information Systems Research, INFORMS, vol. 25(1), pages 111-136, March.
    3. Jaydeep Mukherjee, 2016. "A comprehensive framework for adoption of mobile broadband services in Indian cities," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 6(1), pages 9-25, January.
    4. Euehun Lee & Semi Han, 2017. "Mobile service consumption values: an exploratory mixed-method study," Information Technology and Management, Springer, vol. 18(4), pages 253-264, December.
    5. Arpan Kumar Kar, 2021. "What Affects Usage Satisfaction in Mobile Payments? Modelling User Generated Content to Develop the “Digital Service Usage Satisfaction Model”," Information Systems Frontiers, Springer, vol. 23(5), pages 1341-1361, September.
    6. Hsiao, Chun Hua & Yang, Chyan, 2011. "The intellectual development of the technology acceptance model: A co-citation analysis," International Journal of Information Management, Elsevier, vol. 31(2), pages 128-136.
    7. Martin P. Fritze & Andreas B. Eisingerich & Martin Benkenstein, 2019. "Digital transformation and possession attachment: examining the endowment effect for consumers’ relationships with hedonic and utilitarian digital service technologies," Electronic Commerce Research, Springer, vol. 19(2), pages 311-337, June.
    8. Marten Risius & Kai Spohrer, 2017. "A Blockchain Research Framework," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 59(6), pages 385-409, December.
    9. Nan Zhang & Xunhua Guo & Guoqing Chen, 2011. "Why adoption and use behavior of IT/IS cannot last?—two studies in China," Information Systems Frontiers, Springer, vol. 13(3), pages 381-395, July.
    10. Markus Blut & Cheng Wang, 2020. "Technology readiness: a meta-analysis of conceptualizations of the construct and its impact on technology usage," Journal of the Academy of Marketing Science, Springer, vol. 48(4), pages 649-669, July.
    11. Arpan Kumar Kar, 0. "What Affects Usage Satisfaction in Mobile Payments? Modelling User Generated Content to Develop the “Digital Service Usage Satisfaction Model”," Information Systems Frontiers, Springer, vol. 0, pages 1-21.
    12. Thomas P. Novak & Donna L. Hoffman, 2019. "Relationship journeys in the internet of things: a new framework for understanding interactions between consumers and smart objects," Journal of the Academy of Marketing Science, Springer, vol. 47(2), pages 216-237, March.
    13. Verhagen. T. & Feldberg, F. & Hooff, B. van den, 2008. "Explaining user adoption of virtual worlds: towards a multipurpose Explaining user adoption of virtual worlds: towards a multipurpose motivational model," Serie Research Memoranda 0006, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    14. Aguirre, Elizabeth & Mahr, Dominik & Grewal, Dhruv & de Ruyter, Ko & Wetzels, Martin, 2015. "Unraveling the Personalization Paradox: The Effect of Information Collection and Trust-Building Strategies on Online Advertisement Effectiveness," Journal of Retailing, Elsevier, vol. 91(1), pages 34-49.
    15. H Dhami & M Grabowski, 2011. "Technology impacts on safety and decision making over time in marine transportation," Journal of Risk and Reliability, , vol. 225(3), pages 269-292, September.
    16. Euehun Lee & Semi Han, 0. "Mobile service consumption values: an exploratory mixed-method study," Information Technology and Management, Springer, vol. 0, pages 1-12.
    17. Wen-Lung Shiau & Yogesh K. Dwivedi, 2013. "Citation and co-citation analysis to identify core and emerging knowledge in electronic commerce research," Scientometrics, Springer;Akadémiai Kiadó, vol. 94(3), pages 1317-1337, March.
    18. Heetae Yang & Hwansoo Lee, 2018. "Exploring user acceptance of streaming media devices: an extended perspective of flow theory," Information Systems and e-Business Management, Springer, vol. 16(1), pages 1-27, February.
    19. Meyer-Waarden, Lars & Cloarec, Julien, 2022. "“Baby, you can drive my car”: Psychological antecedents that drive consumers’ adoption of AI-powered autonomous vehicles," Technovation, Elsevier, vol. 109(C).
    20. Maurice Kügler & Sven Dittes & Stefan Smolnik & Alexander Richter, 2015. "Connect Me! Antecedents and Impact of Social Connectedness in Enterprise Social Software," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 57(3), pages 181-196, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:manrev:v:70:y:2020:i:3:d:10.1007_s11301-019-00171-8. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.