Functional, psychological and emotional barriers and the resistance to the use of digital banking services
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| Format: | Artículo científico |
| Langue: | en |
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Universidade de São Paulo
2021
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| _version_ | 1876464431507963904 |
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| author | Alexandre Alves dos Santos |
| author_facet | Alexandre Alves dos Santos |
| contents | Functional, psychological and emotional barriers and the resistance to the use of digital banking services Alexandre Alves dos Santos Mateus Canniatti Ponchio Administración y Contabilidad Emotional barriers Functional barriers Psychological barriers Resistance to innovation Digital banking services PurposeThe present paper aims to understand the influence of consumer's functional, psychological and emotional barriers to the use of digital banking services.Design/methodology/approachThe authors carried out a quantitative study in which data were collected through a self-administered online questionnaire. A final sample of 202 Brazilian adults, with and without experience in using digital banking services, enabled the test of research hypotheses by means of a structural equation modeling approach.FindingsThe authors found statistical evidence that supports the hypothesis that psychological barriers, emotional barriers and user experience positively influence the resistance to the use of digital banking services. However, there is no empirical evidence supporting that the influence of functional barriers affects the resistance to the use of digital banking services.Practical implicationsEfforts to understand the mechanisms that lead consumers to adopt or reject innovative products or services are important to prevent investments in these innovations, avoiding revenue failures. The results provide managerial implications by favoring the creation of communication programs capable of reducing the possibilities of innovation failure.Originality/valueThe main theoretical contribution of this work is the identification of the predominant influence of emotional barriers, in comparison to functional barriers, on the resistance to innovation in digital banking services. Currently, the models that illustrate resistance to innovation tend to focus solely on functional aspects; however, these models can be improved by incorporating emotional aspects. 2021 artículo científico 2515-8961 https://www.redalyc.org/articulo.oa?id=537568617007 https://www.redalyc.org/journal/5375/537568617007/ https://www.redalyc.org/journal/5375/537568617007/html/ https://www.redalyc.org/journal/5375/537568617007/537568617007.epub https://www.redalyc.org/journal/5375/537568617007/movil en http://www.redalyc.org/revista.oa?id=5375 Innovation & Management Review application/pdf Universidade de São Paulo Innovation & Management Review (Brasil) Num.3 Vol.18 |
| format | Artículo científico |
| id | redalyc_537568617007 |
| institution | Redalyc |
| language | en |
| publishDate | 2021 |
| publisher | Universidade de São Paulo |
| spellingShingle | Functional, psychological and emotional barriers and the resistance to the use of digital banking services Alexandre Alves dos Santos Administración y Contabilidad Emotional barriers Functional barriers Psychological barriers Resistance to innovation Digital banking services Functional, psychological and emotional barriers and the resistance to the use of digital banking services Alexandre Alves dos Santos Mateus Canniatti Ponchio Administración y Contabilidad Emotional barriers Functional barriers Psychological barriers Resistance to innovation Digital banking services PurposeThe present paper aims to understand the influence of consumer's functional, psychological and emotional barriers to the use of digital banking services.Design/methodology/approachThe authors carried out a quantitative study in which data were collected through a self-administered online questionnaire. A final sample of 202 Brazilian adults, with and without experience in using digital banking services, enabled the test of research hypotheses by means of a structural equation modeling approach.FindingsThe authors found statistical evidence that supports the hypothesis that psychological barriers, emotional barriers and user experience positively influence the resistance to the use of digital banking services. However, there is no empirical evidence supporting that the influence of functional barriers affects the resistance to the use of digital banking services.Practical implicationsEfforts to understand the mechanisms that lead consumers to adopt or reject innovative products or services are important to prevent investments in these innovations, avoiding revenue failures. The results provide managerial implications by favoring the creation of communication programs capable of reducing the possibilities of innovation failure.Originality/valueThe main theoretical contribution of this work is the identification of the predominant influence of emotional barriers, in comparison to functional barriers, on the resistance to innovation in digital banking services. Currently, the models that illustrate resistance to innovation tend to focus solely on functional aspects; however, these models can be improved by incorporating emotional aspects. 2021 artículo científico 2515-8961 https://www.redalyc.org/articulo.oa?id=537568617007 https://www.redalyc.org/journal/5375/537568617007/ https://www.redalyc.org/journal/5375/537568617007/html/ https://www.redalyc.org/journal/5375/537568617007/537568617007.epub https://www.redalyc.org/journal/5375/537568617007/movil en http://www.redalyc.org/revista.oa?id=5375 Innovation & Management Review application/pdf Universidade de São Paulo Innovation & Management Review (Brasil) Num.3 Vol.18 |
| title | Functional, psychological and emotional barriers and the resistance to the use of digital banking services |
| topic | Administración y Contabilidad Emotional barriers Functional barriers Psychological barriers Resistance to innovation Digital banking services |
| url | https://www.redalyc.org/articulo.oa?id=537568617007 https://www.redalyc.org/journal/5375/537568617007/ https://www.redalyc.org/journal/5375/537568617007/html/ https://www.redalyc.org/journal/5375/537568617007/537568617007.epub https://www.redalyc.org/journal/5375/537568617007/movil |