Purpose – This study seeks to investigate barriers in the consumer adoption process of technological innovations under different contingencies. The paper aims to focus on barriers impeding adoption of technologies characterized by high incompatibility and high uncertainty – i.e. a “lack of...

Purpose – The article aims to focus on how information technology allows firms to deliver services by means of information kiosks. Design/methodology/approach – A total of 22 exploratory in‐depth interviews were conducted with key informants in the retail and other sectors, in primarily...

The Internet is changing the way that companies carry out their business and, in fact, constitutes an entirely new application domain, which makes product innovation possible. Moreover, it is a new medium for reaching consumers, which is a central preoccupation to organisations in the current...

Purpose – To convert the principle of customer relationship management (CRM) into practical guidelines for best practice in the implementation of a CRM programme in the real world. Design/methodology/approach – The findings of an extensive review of the literature provide the foundations for...