Page 13 - IIM(V)Issue_10 Feb_V4

RESEARCH @ IIMV

Meta-analytic bivariate analysis was used to test the relationships
in the proposed model. Further, by performing moderation analysis,
this meta-analysis resolves inconsistencies in the findings reported in
the domain’s literature. Performance expectancy, effort expectancy,
social influence, facilitating conditions, and perceived risk determine
perceived value, while perceived value has a significant positive impact

on usage behaviour which in turn triggers satisfaction, trust, and
loyalty. Moderation analysis indicates that these effects can vary in the
OFD literature depending on various contextual and methodological
moderators. This review, being the pioneer meta-analysis in OFD
domain, advances the domain’s literature. Practically, the findings
provide several implications for enhancing consumers’ perceived value
and customer responses to OFD services.

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Revolutionizing retail: The transformative power of service

robots on shopping dynamics
Nivin Vinoi, Amit Shankar, Reeti Agarwal, Rsha Alghafes
Journal of Retailing and Consumer Services (ABDC-A)

The retail sector is witnessing a significant transition as Retail Service
Robots (RSRs) become more widely deployed. This paper investigates
the factors influencing customer acceptance of RSRs based on their
interaction experiences with these robots. While existing literature
predominantly examines human-robot interaction (HRI) from a

technological perspective, there is a lack of focus on the social
dimensions of interacting with physical robots. Through this study
we are trying to fill this gap by looking into the factors that influence
customer acceptance and rejection of RSRs. A qualitative study
addressed this gap, gathering data from 38 participants through open-
ended essays. We identified 15 dimensions clustered into two primary
themes: reasons for and against RSRs customer acceptance. Reasons

for consumer acceptance of RSRs include conversational agility,
performance expectancy, immersion, perceived anthropomorphism,
interactivity, authenticity, intimacy, and homophily. Conversely, reasons
against consumer acceptance encompass vulnerability, technological
complexity, exhaustion, stiff kinesics, technology readiness, social
anxiety, and privacy concerns. The implication of our study extends
RSRs literature by exploring crucial factors for RSRs adoption. This
study also provides actionable insights for retail managers and service
robot developers to build a favourable environment for RSRs adoption.

Click here to read the paper.

11 VOL.6/ ISSUE 1, SEP-DEC 2024