Abstracts
Abstract
This article explores the legitimacy of a proximity mobile payment (PMP) system by exploring the social aspects related to its use (social acceptability). A qualitative study was conducted with 27 customers using a PMP service and 8 professionals familiar with PMP. Results highlighted the importance of the consumption system and service provider as institutions. More specifically, a PMP system can only be accepted and legitimized if it is supported by the three institutional pillars: cognitive, normative and regulatory. Recommendations are thus proposed to PMP service providers in order to rethink and optimize the implementation of their PMP system.
Keywords:
- legitimacy,
- proximity mobile payment,
- social,
- acceptability,
- Neo-Institutional Theory
Résumé
Cet article explore la légitimité d’un système de paiement mobile de proximité (PMP) en explorant les aspects sociaux liés à son utilisation (acceptabilité sociale). Une étude qualitative a été menée auprès de 27 clients utilisant un service de PMP et de 8 professionnels familiarisés avec le PMP. Les résultats ont mis en évidence l’importance du système de consommation et du fournisseur de services en tant qu’institutions. Plus précisément, un système de PMP ne peut être accepté et légitimé que s’il est soutenu par les trois piliers institutionnels : cognitif, normatif et réglementaire. Des recommandations sont ainsi proposées aux prestataires de services de PMP afin de repenser et d’optimiser la mise en oeuvre de leur système de PMP.
Mots-clés :
- légitimité,
- paiement mobile de proximité,
- social,
- acceptabilité,
- théorie néo-institutionnelle
Resumen
Este artículo explora la legitimidad de un sistema de pago móvil de proximidad (PMP) explorando los aspectos sociales relacionados con su uso (aceptabilidad social). Se realizó un estudio cualitativo con 27 clientes que utilizan el servicio PMP y 8 profesionales familiarizados con PMP. Los resultados destacaron la importancia del sistema de consumo y proveedor de servicios como instituciones. Más específicamente, un sistema de PMP solo puede ser aceptado y legitimado si se sustenta en los tres pilares institucionales: cognitivo, normativo y regulatorio. De esta forma, se proponen recomendaciones a los proveedores de servicios PMP para repensar y optimizar la implementación de su sistema PMP.
Palabras clave:
- legitimidad,
- pago móvil de proximidad,
- social,
- aceptabilidad,
- teoría neoinstitucional
Appendices
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