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Stakeholders' expectations of mobile payment in retail: lessons from Sweden
KTH, School of Information and Communication Technology (ICT), Communication Systems, CoS, Radio Systems Laboratory (RS Lab). KTH, School of Information and Communication Technology (ICT), Centres, Center for Wireless Systems, Wireless@kth.ORCID iD: 0000-0001-8350-9440
KTH, School of Information and Communication Technology (ICT), Centres, Center for Wireless Systems, Wireless@kth. KTH, School of Information and Communication Technology (ICT), Communication Systems, CoS, Radio Systems Laboratory (RS Lab).
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.).ORCID iD: 0000-0003-1226-2799
2016 (English)In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937, Vol. 34, no 1, p. 37-61Article in journal (Refereed) Published
Abstract [en]

Purpose– The purpose of this paper is to explore the reasons behind the slow adoption of mobile payment services. The expectations of the main groups of stakeholders – the mobile service providers, the retailers, and the consumers – of the service in the retail industry in Sweden are examined. Design/methodology/approach– The authors use a qualitative case study of stakeholders’ expectations. The conceptual research framework is based on the theory of diffusion of innovations, the technology adoption model, and network externalities. The proposed framework was tested and validated by empirical findings. Findings– One of the key findings of the research highlights that acceptance of a mobile payment service depends on the ability of mobile payment providers to build networks of both retailers and consumers simultaneously. The service will attract these stakeholders if it meets their expectations in the best possible way. Another finding is that mobile payment services do not meet expectations on an enhanced purchasing process. This is the area for future service improvement. Research limitations/implications– The main limitation of this study is that only a few retailers were contacted. Practical implications– First of all, criteria from the developed research framework can be used as a guide for mobile payment service development. Second, when developing and providing a mobile payment service, mobile payment providers need to have a good understanding of the needs and expectations of retailers and consumers. Originality/value– Stakeholders’ expectations have not been a focus for research in previous studies. This is a new research object.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2016. Vol. 34, no 1, p. 37-61
Keyword [en]
Retail, Consumer expectations, Merchant adoption, Mobile payments, Organizational adoption, Stakeholders’ expectations
National Category
Economics and Business
Research subject
Business Studies; Information and Communication Technology
Identifiers
URN: urn:nbn:se:kth:diva-180577DOI: 10.1108/IJBM-06-2014-0064ISI: 000383971200003Scopus ID: 2-s2.0-84954421584OAI: oai:DiVA.org:kth-180577DiVA: diva2:895486
Funder
Wireless@kth, 6469
Note

QC 20161019

Available from: 2016-01-19 Created: 2016-01-19 Last updated: 2017-11-30Bibliographically approved

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Publisher's full textScopushttp://www.emeraldinsight.com/doi/full/10.1108/IJBM-06-2014-0064

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Apanasevic, TatjanaArvidsson, Niklas

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