Customer acceptance of unmanned stores with a focus on grocery retail
by Caroline Heins; Sebastian Scheler
International Journal of Services Technology and Management (IJSTM), Vol. 29, No. 1, 2024

Abstract: Unmanned stores are one of the latest conceptual developments in retail and have received much attention, especially in the context of COVID-19-related social restrictions and the associated changes in consumer behaviour. The concept considers the latest technological developments and promises to offer various benefits to consumers and retailers based on artificial intelligence and automation. Using a German sample, this paper aims to evaluate consumers' acceptance of and intention to use the most prominent innovative solutions in unmanned stores. A modified technology acceptance model (TAM) as a theoretical framework was applied to the study. The results of the structural equation modelling make two contributions to the existing literature: First, the acceptance criteria for unmanned stores have not been analysed previously. Second, the modified TAM could be confirmed in this study. We provide empirical evidence suggesting that significant numbers of consumers accept unmanned stores, especially if the stores are strategically located and when individuals have a high innovation affinity.

Online publication date: Tue, 30-Apr-2024

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