How can autonomy improve consumer experience when interacting with smart products?

Lucia-Palacios, Laura (Universidad de Zaragoza) ; Pérez-López, Raúl (Universidad de Zaragoza)

Resumen: Purpose This paper analyzes the direct and indirect effects of the autonomy of smart home speakers on consumer experience, weighing its benefits and costs in the following areas: usefulness, interactivity, coolness, service failure severity and intrusiveness. Experience value is examined as an antecedent of repurchase intention.Design/methodology/approachStructural equation modeling is applied to data collected from 607 users of smart home speakers. Mediating effects are examined between autonomy and experience value.FindingsAutonomy has no direct effect on experience value, since the positive effect is fully mediated by interactivity, intrusiveness, perceived usefulness and coolness. Failure severity has no mediating effect and has no influence on experience value. Usefulness, coolness and interactivity show positive mediating effects between autonomy and experience value, while intrusiveness has a negative mediating effect. The better the consumer's experience response, the greater the repurchase intention.Practical implicationsCompanies should highlight the benefits (interactivity, usefulness and coolness) and attempt to reduce the costs (intrusiveness) associated with smart device autonomy. Firms can use these aspects to increase the rate of smart-device adoption.Originality/valueThis research contributes to the interactive research literature by empirically examining the mediating effect of interactivity and coolness. Additionally, this research offers evidence of the full mediation effect of usefulness, interactivity, coolness and intrusiveness. Finally, this research shows that failure severity is not always important and that it can be context specific.

Idioma: Inglés

DOI: 10.1108/JRIM-02-2021-0031

Año: 2023

Publicado en: Journal of Research in Interactive Marketing 17, 1 (2023), 19-37
ISSN: 2040-7122

Factor impacto JCR: 9.6 (2023)

Categ. JCR: BUSINESS rank: 13 / 302 = 0.043 (2023) - Q1 - T1

Factor impacto CITESCORE: 17.8 - Marketing (Q1)

Factor impacto SCIMAGO: 2.359 - Marketing (Q1)

Financiación: info:eu-repo/grantAgreement/ES/MCIN/AEI/10.13039/501100011033
Financiación: info:eu-repo/grantAgreement/ES/MICINN/PID2020-114874GB-I00
Financiación: info:eu-repo/grantAgreement/ES/MINECO/ECO2017-83993-P

Tipo y forma: Article (Published version)

Área (Departamento): Área Comerci.Investig.Mercados (Dpto. Direc.Mark.Inves.Mercad.)