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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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    1. 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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    6. Nathalie Demoulin & Souad Djelassi, 2016. "An integrated model of self-service technology (SST) usage in a retail context," Post-Print hal-01563001, HAL.
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    Cited by:

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