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A Contextualized Acceptance Model for Proactive Smart Services

Title data

Graf-Drasch, Valerie ; Röglinger, Maximilian ; Wenninger, Annette ; Hosseini, Sabiölla:
A Contextualized Acceptance Model for Proactive Smart Services.
In: Schmalenbach Journal of Business Research. Vol. 74 (2022) . - pp. 345-387.
ISSN 2366-6153
DOI: https://doi.org/10.1007/s41471-022-00139-7

Official URL: Volltext

Project information

Project title:
Project's official titleProject's id
Projektgruppe WI Customer Relationship ManagementNo information

Abstract in another language

Thanks to digital technologies, information about customer needs and contexts is becoming accessible ever more easily and service providers are more closely connected to customers. This development enables services to act on behalf of customers and to proactively initiate the customer interactions. Such services are so-called proactive smart services (PASS) and are a subgroup of smart services. Research suggests that service providers often face the challenge to gain customers’ acceptance of innovative services. In response to this call for action and the change in customer interaction, which can have far-reaching consequences in the lives of customers, we examined the antecedents that explain customers’ acceptance of PASS using a contextualized approach. Hence, we identified PASS-specific antecedents, developed a contextualized acceptance model (UTAUT2-PASS) while drawing from general acceptance theory, and validated it empirically. A comparison of our contextualized model with UTAUT2 as an established yet uncontextualized model confirmed the outperformance of our contextualized model. Our findings advance the academic understanding of PASS and help service providers design PASS for customer acceptance.

Further data

Item Type: Article in a journal
Refereed: Yes
Keywords: Proactive Smart Services; Technology Acceptance; Factor Analysis; Contextualization
Institutions of the University: Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration XVII - Information Systems and Value-Based Business Process Management
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration XVII - Information Systems and Value-Based Business Process Management > Chair Information Systems and Value-Based Business Process Management - Univ.-Prof. Dr. Maximilian Röglinger
Research Institutions
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > Fraunhofer Project Group Business and Information Systems Engineering
Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management
Result of work at the UBT: Yes
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 21 Sep 2022 10:42
Last Modified: 21 Sep 2022 10:42
URI: https://eref.uni-bayreuth.de/id/eprint/71938