Drivers and challenges of internet of things diffusion in smart stores: A field exploration

Roe, Michael; Spanaki, Konstantina; Ioannou, Athina; Zamani, Efpraxia D.; Giannakis, Mihalis

Abstract

The digitally disruptive environment has evolved rapidly due to the introduction of new advancements within the field of smart applications. Applications of one of the most prominent technologies, Internet of Things (IoT), often appear in the retail sector, where smart services have transformed the customer experience holistically. Presented in this paper are the findings from an exploratory field study in the retail service sector, which drew on the views of experienced practitioners about the smart store experience and the associated changes. The paper presents an overview of the drivers of smart retail service diffusion and the relevant challenges, such as the business expectations and the heterogeneity of devices. The arising themes indicate that IoT security is a major challenge for businesses installing IoT devices in their journey towards smart store transformation. The paper highlights the importance of a secure data-sharing IoT environment that respects customer privacy as the smart experience in-store offers data-driven insights and services. Implications for research and practice are discussed in terms of the customer experience relevant to the identified challenges.

Citation

Roe, M., Spanaki, K., Ioannou, A., Zamani, E. D., & Giannakis, M. (2022). Drivers and challenges of internet of things diffusion in smart stores: A field exploration. Technological Forecasting and Social Change, 178, Article 121593. https://doi.org/10.1016/j.techfore.2022.121593

• Journal Article Type: Article
• Acceptance Date: Feb 21, 2022
• Online Publication Date: Mar 3, 2022
• Publication Date: 2022-05
• Deposit Date: Aug 16, 2023
• Journal: Technological Forecasting and Social Change
• Print ISSN: 0040-1625
• Publisher: Elsevier
• Peer Reviewed: Peer Reviewed
• Volume: 178
• Article Number: 121593
• DOI: https://doi.org/10.1016/j.techfore.2022.121593
• Keywords: Management of Technology and Innovation; Applied Psychology; Business and International Management
• Public URL: https://durham-repository.worktribe.com/output/1718928