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arXiv · 2105.07838

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

Yang Lu
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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.

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Yang Lu. 2021-04-29. Digital Resistance during COVID-19: A Workflow Management System of Contactless Purchasing and Its Empirical Study of Customer Acceptance. https://arxiv.org/abs/2105.07838

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