Post-adoption interaction burden and selective avoidance intention in autonomous delivery services: A stressor-strain-outcome perspective

초록

Autonomous delivery services (ADS) can reduce physical pickup effort, but their use requires consumers to coordinate digital information, verification, and physical retrieval. Existing research has focused mainly on adoption, resistance, and continuance, leaving post-adoption interaction burden underexplored. Drawing on the stressor-strain-outcome (SSO) framework, this study examines how information overload and system feature overload are associated with selective avoidance intention through interaction fatigue, and whether perceived technological dynamism and perceived technological immaturity are associated with the two overload stressors. Selective avoidance intention denotes low-intensity disengagement rather than complete rejection or observed discontinuance. Survey data from 458 consumers in China with recent ADS experience were analysed using partial least squares structural equation modelling. Both overload stressors were positively associated with interaction fatigue, which was positively but modestly associated with selective avoidance intention. The two stressors also showed significant indirect associations with avoidance intention through fatigue, while perceived technological dynamism and immaturity were positively associated with both stressors. The study extends ADS research from adoption to post-adoption burden and contextualises the SSO framework in physical and digital service interactions. The findings support concise notifications, task-centred interfaces, stable change management, and accessible service options that impose less cognitive burden.

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