Exploring consumer acceptance of advanced services for domestic appliances

Abstract

In search of productivity and sustainability, UK policy and industrial strategy have sought to increase manufacturers’ adoption of digital technologies such as Internet of Things, big data and Artificial Intelligence. These technologies can improve energy and resource efficiency as well as competitiveness but adoption among UK manufacturers is not as high as it could be. One possible explanation is a lack of demand from consumers, which in turn can be due to the high cost of smart products that apply digital technology. Meanwhile servitization is considered a route to sustainability through dematerialisation and product life extension as well as profitability by creating more value for customers. Yet uptake of Advanced Services (AS) by manufacturers is low, which may also be partly explained by lack of consumer awareness and acceptance. This research therefore set out to understand consumers’ attitudes towards digital technology and AS business models.