A Model of Adoption of AR-based Self-service Technologies: A two Country Comparison

Maria Jose Castillo S and Enrique Bigne 2021. A Model of Adoption of AR-based Self-service Technologies: A two Country Comparison. International Journal of Retail & Distribution Management. 49 (7), pp. 875-898. https://doi.org/10.1108/IJRDM-09-2020-0380

TitleA Model of Adoption of AR-based Self-service Technologies: A two Country Comparison
TypeJournal article
AuthorsMaria Jose Castillo S and Enrique Bigne
Abstract

Purpose
This paper proposes a model that extends the technology acceptance model (TAM) by identifying factors that influence consumers' acceptance of augmented reality (AR) self-service technologies (AR-based SSTs) in the retail sector, resulting in the Augmented Reality in Retail Model (ARiR Model).

Design/methodology/approach
This study is based on an online questionnaire responded to by 284 makeup-using women from Nicaragua and the USA. It is based on an AR mobile app used to shop in retail stores. Partial least squares-structural equation modelling was used to validate the ARiR model and test the hypotheses.

Findings
Aesthetics and navigation are significant predictors of perceived usefulness and perceived ease of use (PEOU), and self-efficacy also explains perceived ease of use. Technology readiness and the need for personal interaction were not found to be influencing factors. A cross-cultural comparison indicated that both countries have similar overall attitudes towards AR-based SSTs.

Research limitations/implications
This paper provides insights into the perceived value of, and motives for customer acceptance of, AR-based SSTs, which can serve as guidelines for their future implementation. Furthermore, it validates and confirms the application of the proposed ARiR model for technology acceptance in both developed and developing countries.

Practical implications
The paper provides new insights for retailers on the implementation of AR at the point of sale.

Originality/value
The model extends the original TAM to AR and introduces five new constructs: need for personal interaction, aesthetics, navigation, self-efficacy and technology readiness. It was tested in both a developing and a developed country.

KeywordsAugmented reality
Technology acceptance model
Mobile apps
Self-service technologies
JournalInternational Journal of Retail & Distribution Management
Journal citation49 (7), pp. 875-898
ISSN0959-0552
Year2021
PublisherEmerald Publishing Limited
Accepted author manuscript
License
CC BY-NC 4.0
File Access Level
Open (open metadata and files)
Digital Object Identifier (DOI)https://doi.org/10.1108/IJRDM-09-2020-0380
Publication dates
Published07 Jun 2021

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