Title: Digital Resistance during COVID-19: Customer Acceptance of Contactless Purchasing     PDF

Publisher: INATGI

Authors: Yang Lu

Abstract

The COVID-19 pandemic has stimulated the shift of work and life from the physical to a more digital format. In order to both survive and thrive, companies have integrated more digital-enabled elements into their businesses to facilitate resilience, often by avoiding potential close physical contact. Following Design Science Research Methodology (DSRM), this paper builds a workflow management system for contactless digital resilience when customers are purchasing in a store. Customer behavior, in coping with digital resilience against COVID-19, is illustrated and is empirically tested, using a derivative model in which the proposed constructs are from classical theories. Data was collected from individual customers via the Internet, and 247 completed questionnaires were examined by partial least squares (PLS) modeling.

Keywords: Digital Resilience, COVID-19, Design Science Research Methodology (DSRM), workflow management system, SIR (susceptible-infectious-removed) model

Date of Publication: April 12, 2023                             DOI: 10.63646.MNDA1872