IDEAS home Printed from https://ideas.repec.org/a/nms/nomsmr/10.15358-2511-8676-2021-1-36.html
   My bibliography  Save this article

The Effects of Technology Affinity, Prior Customer Journey Experience, and Brand Familiarity on the Acceptance of Smart Service Innovations

Author

Listed:
  • Trautwein, Stefan
  • Lindenmeier, Jörg
  • Arnold, and Christian

Abstract

In our study, a model of smart service innovation (SSI) acceptance is delineated. We assume that the effects of the customer journey experience (CJE) and technology affinity (TA) on adoption intention (IN) are mediated by consumers’ attitudes (AT) towards the adoption of SSIs. Furthermore, contingent on the level of brand familiarity (BF), this study hypothesizes a moderated mediation with regard to the ‘CJE = AT = IN’ relationship. The empirical findings are largely in line with the model hypotheses: First, technology affinity affects adoption intention indirectly via attitude towards SSIs. Second, CJE has a significant direct and indirect effect on adoption intention in the cases of average and high brand familiarity. For low brand familiarity, CJE neither has a significant direct effect nor a significant indirect effect on SSI acceptance. Based on the empirical findings, the present paper discusses implications for service management and service research, study limitations and avenues for future research.

Suggested Citation

  • Trautwein, Stefan & Lindenmeier, Jörg & Arnold, and Christian, 2021. "The Effects of Technology Affinity, Prior Customer Journey Experience, and Brand Familiarity on the Acceptance of Smart Service Innovations," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 5(1), pages 36-49.
    • Handle: RePEc:nms:nomsmr:10.15358/2511-8676-2021-1-36
    DOI: 10.15358/2511-8676-2021-1-36
    as

    Download full text from publisher

    File URL: https://www.nomos-elibrary.de/10.15358/2511-8676-2021-1-36
    Download Restriction: no
    File URL: https://libkey.io/10.15358/2511-8676-2021-1-36?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
    ---><---

    More about this item

    Statistics

    Access and download statistics

    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:nms:nomsmr:10.15358/2511-8676-2021-1-36. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Nomos Verlagsgesellschaft mbH & Co. KG (email available below). General contact details of provider: http://www.nomos.de/ .

    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.