Resistance to Digital Innovations in an Entrepreneurial Context: What are the determinants that allowed the adoption of SSTs in fast-food and cinema? / Gaël PUAUD / 2019

Titre : Resistance to Digital Innovations in an Entrepreneurial Context: What are the determinants that allowed the adoption of SSTs in fast-food and cinema? Type de document : Mémoire Auteurs : Gaël PUAUD, Auteur Année de publication : 2019 Importance : 26 p. Note générale : Pour accéder aux fichiers PDF, merci de vous identifier sur le catalogue avec votre compte Office 365 via le bouton CONNEXION en haut de page. Langues : Anglais (eng) Mots-clés : Management COMMERCE DE DETAIL ALIMENTAIRE SECTEUR ; CONSOMMATEUR ; INDUSTRIE CULTURELLE SECTEUR ; INNOVATION TECHNOLOGIQUE ; MACHINE Résumé : Most of the studies on Self-Services Technologies (SSTs) tried to understand how to apply those technologies on complexes businesses. In this paper we will focus on business where simple actions are required from the customer: fast-food and cinema. Starting from these businesses we will establish a profile of SST users trying to know if SSTs are diffused to all waves of adopter (from first adopter to laggards). We find that late adopters are starting to use SST. Moreover, we find that the typical user is a student or an entrepreneur with a high degree of education. For this user, the revenue does not have impact on the willingness to use SSTs. In this paper we find that for fast-food and cinema consumers are expecting time saving and customization from SSTs. Nevertheless, these two elements must be provided through an understandable system. This means that users have to simply understand what is expected from him and how to proceed while having the control on its order and directly perceive SSTs’ usefulness. These three components are the key features that lead the customer to be satisfied by SSTs. The main issue for SST future is to find the right balance between increasing the level of customization and personalization allowed via SST without losing the ease-of-use. In addition of that analyze, we will determine what are the main threats and issues for SSTs’ future. How reinforce consumer continuance intention while increasing companies’ advantages in using SSTs. We found that there are two main threats for SSTs: the loss of human contact due to technological progress and consumers’ private data security. Both are big issues for the development of SSTs. To be more performant SSTs must reduce the human contact and collect more information on users. These are two issues, find the right balance between technology and human cashier in fast-food and cinema and lead the consumer to completely trust in SSTs to give its personal information. Note de contenu : PGE: Bibliogr.P.24-26 Programme : PGE-Rouen Spécialisation : Entrepreneurship Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=496419