Employees’ Behavioral Intention to Adopt Facial Recognition Payment to Service Customers: From SQB and Value-Based Adoption Perspectives

Abstract

Facial recognition payment (FRP) is a crucial technology for digital transformation among merchants. However, few studies have explored employees' adoption of FRP. This study combined the status quo bias theory and the value-based adoption model to investigate the critical factors affecting employees' behavioral intention of FRP, including switching benefits, job insecurity, colleague opinion, top management support, and inertia. The results show that switching benefits, job insecurity, colleague opinion, top management support, and inertia are essential factors that determine employees' behavioral intention of FRP. Surprisingly, the perceived customer value negatively moderates the relationship between perceived value and behavioral intention. Furthermore, the authors provide rigorous endogeneity tests for the research model. Overall, this study contributes to the status quo bias and value-based adoption model theories and literature in organizations' digital transformation and offers valuable insights to eliminate resistance and encourage the active use of FRP.