Conclusion and theoretical and managerial implications
| Conclusion | Theoretical and managerial implications |
|---|---|
| Usage, risk, and tradition barriers significantly influence consumer resistance | Reinforce IRT’s applicability to understanding resistance dynamics in financial services; Prioritize user-centric chatbot designs, emphasizing usability, security and trust; Integrate chatbots seamlessly with traditional channels |
| Value and image barriers do not significantly affect resistance or NWOM | Challenge assumptions about the universal applicability of value and image barriers across contexts; Shift focus to usability, trust and contextual barriers when designing chatbot strategies |
| Consumer resistance mediates the relationship between usage, risk and tradition barriers with NWOM | Demonstrate the mediating role of resistance, expanding IRT to include NWOM as an outcome; Address resistance through education, transparency and incentives to foster PWOM |
| Resistance-related NWOM can harm adoption and brand perception in financial services | Highlights the broader social consequences of resistance, linking individual barriers to collective outcomes such as NWOM; Implement social listening and rapid response mechanisms to address negative feedback effectively |
| Conclusion | Theoretical and managerial implications |
|---|---|
| Usage, risk, and tradition barriers significantly influence consumer resistance | Reinforce IRT’s applicability to understanding resistance dynamics in financial services; Prioritize user-centric chatbot designs, emphasizing usability, security and trust; Integrate chatbots seamlessly with traditional channels |
| Value and image barriers do not significantly affect resistance or NWOM | Challenge assumptions about the universal applicability of value and image barriers across contexts; Shift focus to usability, trust and contextual barriers when designing chatbot strategies |
| Consumer resistance mediates the relationship between usage, risk and tradition barriers with NWOM | Demonstrate the mediating role of resistance, expanding IRT to include NWOM as an outcome; Address resistance through education, transparency and incentives to foster PWOM |
| Resistance-related NWOM can harm adoption and brand perception in financial services | Highlights the broader social consequences of resistance, linking individual barriers to collective outcomes such as NWOM; Implement social listening and rapid response mechanisms to address negative feedback effectively |
Sharing content requires targeting cookies to be enabled. Please update your cookie preferences to use this feature.