The interplay of trustworthiness and perceived risk and their influence on consumer’s acceptance of self-service technology innovations: the case of Digipost by Posten Norge AS

Abstract

This paper looks at factors influencing consumer’s attitude formation in the light of adopting a new self-service technology (SST). Previous research has shed light on the importance of trustworthiness and risk, however, the literature does not account for the multidimensionality of these constructs or lacks understanding of how they operate on different levels. Similarly, self-efficacy was previously found to be an important antecedent for attitude formation towards SST, but is rarely included in the analysis. To bridge this gap, we examine data on a sample of Norwegian consumers and their attitude towards Digipost, the digital mailbox service of Posten Norge. We test direct effects of different dimensions of trustworthiness, perceived risk and self-efficacy on attitude towards the SST innovation. The results suggest that all factors contribute to attitude formation towards SST in some way, with time risk exhibiting the strongest influence. Managers are therefore recommended to place particular emphasis on controlling for the differences the antecedents that cause resistance in adapting SST innovations.