Consumer resistance is one of the major causes of failure of any innovation. Despite rising
academic interest, the non-adoption of digital innovation or consumer resistance has …

Mobile banking has become increasingly important to society; however, not all members of
society adopt and/or use it as much as others: older adults, the disabled and lower-income …

Artificial intelligence (AI) is revolutionising the way customers interact with brands. There is a
lack of empirical research into AI-enabled customer experiences. Hence, this study aims to …

Purpose Artificial intelligence (AI) fosters economic growth and opens up new directions for
innovation. However, the diffusion of AI proceeds very slowly and falls behind, especially in …

Service robots are taking over the frontline. They can possess three types of artificial
intelligence (AI): mechanical, thinking, and feeling AI. Although these intelligences …

Online travel agencies (OTAs) are expanding their services to many segments of the travel
and tourism industry. While they are beneficial to travelers, OTAs also face a great deal of …

The Internet of Things (IoT) is expected to be the next phase of the Internet revolution and to
transform consumers' service experience. It nevertheless raises challenges on innovation in …

This study posits that all innovations meet consumer resistance, and overcoming this
opposition must occur prior to product adoption. Factors driving service innovation …

Automation with inherent artificial intelligence (AI) is increasingly emerging in diverse
applications, for instance, autonomous vehicles and medical assistance devices. However …

The diffusion of service robots, powered by artificial intelligence (AI) technology, at the hotel
front desk is facing challenges. Drawing on innovation resistance literature, this study …