Implementation of New Technology in Service Industry: Are the  Consumers Ready?

Muharis  Mohamed; Ataul Karim  Patwary

doi:10.48165/sajssh.2020.1311

Authors

Muharis Mohamed School of Tourism, Hospitality and Event Management, Universiti Utara Malaysia, Malaysia.
Ataul Karim Patwary School of Tourism, Hospitality and Event Management, Universiti Utara Malaysia, Malaysia.

DOI:

https://doi.org/10.48165/sajssh.2020.1311%20

Keywords:

New Technology, Service Industry, Technological Acceptance, Consumers

Abstract

Technological advancement has prioritized every aspect of human living, no exception in the service industry. From consumers' perspectives, a question remained unsolved, how ready are the consumers to adopt existing and upcoming technologies, specifically in service industry? To explore that, this research attempted to figure out related factors that either directly or indirectly influence consumers while adopting new technologies. This research provided a detailed understanding of the consumers' experience in technology adoption, explores consumer views of technologically advanced and linked service environments, and strengthens this understanding by outlining how customer perceptions are affected by contextual variables (objects, behaviors, actors, and artifacts). This research uses a holistic approach to consider consumer experience in the context of intelligent energy services. Intelligent innovations have significantly transformed the service environment, but consumer engagement with intelligent systems remains scarce. In this report, intelligent services are defined, consumer behavior in this new environment is well understood, and important consequences for management and service science are addressed.

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