@article{2021:trautwein:the_effect,
title = {The Effects of Technology Affinity, Prior Customer Journey Experience, and Brand Familiarity on the Acceptance of Smart Service Innovations},
year = {2021},
note = {In our study, a model of smart service innovation (SSI) acceptance is
delineated. We assume that the effects of the customer journey
experience (CJE) and technology affinity (TA) on adoption intention
(IN) are mediated by consumers’ attitudes (AT) towards the adoption
of SSIs. Furthermore, contingent on the level of brand familiarity
(BF), this study hypothesizes a moderated mediation with regard to the
‘CJE = AT = IN’ relationship. The empirical findings are largely
in line with the model hypotheses: First, technology affinity affects
adoption intention indirectly via attitude towards SSIs. Second, CJE
has a significant direct and indirect effect on adoption intention in
the cases of average and high brand familiarity. For low brand
familiarity, CJE neither has a significant direct effect nor a
significant indirect effect on SSI acceptance. Based on the empirical
findings, the present paper discusses implications for service
management and service research, study limitations and avenues for
future research.},
journal = {SMR - Journal of Service Management Research},
pages = {36--49},
author = {Trautwein, Stefan and Lindenmeier, Jörg and Arnold, and Christian},
volume = {5},
number = {1}
}