New research from Lund University, Campus Helsingborg sheds light on how digital platforms are transforming payment behaviors in retail. In a her doctoral thesis, “Payments: Understanding the Use of Retail Payment Service Platforms in the Era of Digitalisation,” Carin Rehncrona from the Department of Service Studies examines how digital platforms influence modern payment systems, examining consumer and retailer choices across contexts.
On September 13, Carin Rehncrona defended her doctoral dissertation at Campus Helsingborg.
Through interviews, surveys, and focus groups, Rehncrona explores two concepts in payment platforms: interdependence and friction.
Interdependence reflects the mutual reliance of users and retailers on the platform’s value, which grows as more participants join. This creates value without direct interaction—users rely on the platform’s widespread adoption.
Friction, the balance between convenience and security, is shown to play a crucial role in consumer trust. While convenience is a significant benefit of digital payments, a certain level of friction, like additional steps or a trusted third-party seal, can enhance security and prevent impulsive purchases.
Rehncrona illustrates how digitalisation has shifted perceptions of payments: initial fears around seamless mobile payments, evolved as users grew familiar with such platforms. Ultimately, her findings reveal that a carefully calibrated friction can add value by building trust, while interdependence sustains the payment platform’s usefulness for all participants.
