Digital Resistance during COVID-19: A Workflow Management System of Contactless Purchasing and Its Empirical Study of Customer Acceptance

TL;DR

This paper develops and empirically tests a workflow management system for contactless purchasing to enhance digital resilience during COVID-19, analyzing customer acceptance of contactless digital solutions.

Contribution

It introduces a novel workflow management system for contactless purchasing and empirically evaluates customer acceptance using a derivative model based on classical theories.

Findings

High customer acceptance of contactless purchasing systems

Digital resilience significantly influences customer behavior

Empirical data supports the effectiveness of the proposed system

Abstract

The COVID-19 pandemic has stimulated the shift of work and life from the physical to a more digital format. To survive and thrive, companies have integrated more digital-enabled elements into their businesses to facilitate resilience, 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 empirically tested, using a derivative model in which the constructs are from classical theories. Data was collected from individual customers via the Internet, and 247 completed questionnaires were examined.