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Norman Shaw

Dr. Norman Shaw

Associate Professor
DepartmentHospitality and Tourism Management, Retail Management
EducationBSc, MSc, DBA
OfficeTRS 3-040
Phone(416) 893-1980 x 2475


Norman Shaw joined the Ted Rogers School of Management in 2007. Prior to joining Ryerson, he was Chief Information Officer for a Toronto based retailer that operated over 1,000 stores with such recognizable names as Harry Rosen, Tip Top, Fairweather and Bluenotes. He gained experience in the world of hospitality as Vice President in charge of technology for a hotel management company that operated hotels under the flags of Marriott, Holiday Inn and Hard Rock. During his lectures he describes real-life examples of the challenges and advantages of using technology.  His guest speakers are from industry illustrating current practices.

Norman’s interest is what motivates individuals to adopt new technologies.  His current focus is on digital money and how its use may increase financial well-being.  He has just received an SSRHC grant to determine if access to digital money on mobile phones will benefit more remote Indigenous communities.

The following is an except from this recent research:

Would you pay 20% to cash a cheque? Unfortunately many low income Indigenous people are paying high fees when they convert a paper cheque to cash.

Approximately 15% of Indigenous people do not have a bank account. There may be no bank on or near the reserve, they may have had a bad experience or they do not have the necessary id. Some of their income, including government benefits are paid by cheque, creating the problem of how to turn this cheque into cash. They may have to pay transport costs to travel to the nearest bank and if they use a non-bank cheque cashing service, such as the store on the reserve, they may be charged up to 20% of the face value of the cheque. Even those with bank accounts are charged up to $5 to withdraw cash from an ATM, assuming they are lucky enough to have a functioning ATM near their home. Are there alternatives?

The Government of Ontario has started to distribute pre-paid debit cards, which are pre-loaded each month and can be used to pay for merchandise in a similar manner to a credit card.

Some countries, notably Kenya, are major users of mobile money, where the mobile network operator manages an account of digital money. The phone can be used to send money to others and to pay for merchandise. For most purposes, there is no need for cash. When there is a need, withdrawals are via agents for a fee of about 1%.

The objective of this research is to find ways that low income Indigenous people can keep more of their money. We have started the first stage where we are speaking to Indigenous communities to understand the challenges. The second stage will be to propose solutions that save unnecessary fees.


Papers published in peer reviewed journals
  • Sergueeva, K., Shaw, N., Lee, Mark (2019). Understanding the barriers and factors associated with consumer adoption of wearable technology devices in managing person health. Canadian Journal of Adminstrative Science. Accepted.
  • Shaw, N., Sergueeva, K. (2019). The non-monetary benefits of mobile commerce:  Extending UTAUT2 with perceived value. International Journal of Information Management. 45, 44-55.
  • Shaw, Norman. (2014). The mediating influence of trust in the adoption of the mobile wallet. Journal of Retailing and Consumer Services, 21(4), 449-459.
  • Shaw, Norman. (2013). The role of the professional association: A grounded theory study of Electronic Medical Records usage in Ontario, Canada. International Journal of Information Management, 34(2), 200-209.
  • Shaw, Norman, & Manwani, Sharm. (2013). Content validation for level of use of feature rich systems: a Delphi study of electronic medical records systems. Information Research, 18(1 paper 558). 

Doctoral Thesis

  • Shaw, Norman. (2011). Exploring systems usage at the feature level by reconceptualizing the dependent variable as a formative construct. DBA Thesis, The University of Reading. 

Conference Papers

  • Shaw, N., & Auinger, A. (2019). Mobile wallet adoption: a comparison of Germany and Canada. Paper to be presented at the 26th International Conference on Recent Advances in Retailing and Services Science, 8-11 July, Talinn, Esttonia. 
  • Randhawa, C., & Shaw, N. (2019). Modifying e-service quality for automotive repair shops. Paper to be presented at the 21st International Conference on Human-Computer Interaction, 28 to 31 July, Orlando, Florida, USA.
  • Shaw, N. (2018). Helping the Local Community with Crypto-Currency: A Case Study. Paper presented at the 18th International Conference on Human-Computer, Las Vegas, 18-20 July.
  • Shaw, N., Lewis, D., Auinger, A., & Fan, A. (2018). Consumer adoption of the mobile wallet:  the role of initial trust. Paper presented at the 2018 AMA ACRA Triennial Conference, Toronto, Canada 6-9 June. 
  • Shaw, N., & Sergueeva, K. (2017). Mobile shopping should be useful, convenient and fun. Paper presented at the Human Computer Interaction International 2017, Vancouver. 
  • Shaw, N., & Sergueeva, K. (2017). Who cares about privacy? Use of mobile devices by hotel guests. Paper presented at the International Council on Hotel, Restaurant and Institutional Education, Baltimore. 
  • Shaw, N. (2016). Adoption of smartphone apps by hotel guests: the roles of trust and word of mouth. Paper presented at the 18th International Conference on Human-Computer Interaction, Toronto, Canada.
  • Sergueeva, K., & Shaw, N. (2017). Improving healthcare with wearables:  overcoming the barriers to adoption. Paper presented at the Human Computer Interaction International 2017, Vancouver.
  • Sergueeva, K., & Shaw, N. (2016). Wearable technology in hospitals: Overcoming patients' concerns. Paper presented at the 18th International Conference on Human-Computer Interaction, Toronto, Canada.
  • Shaw, N. (2016). Convenient or Useful? Consumer Adoption of Smartphones for Mobile Commerce. Paper presented at the 26th Annual DIGIT Workshop, Dublin, Ireland.
  • Shaw, N. (2015). The Mediating Role of Perceived Security:  an Empirical Study of Mobile Wallet Adoption in USA. Paper presented at the 17th International Conference on Human-Computer Interaction, Los Angeles, 5 to 7 August 2015.
  • Shaw, N. (2015). Perceived usefulness of mobile commerce apps:  a Delphi study. Paper presented at the 17th International Conference on Human Computer Interaction, Los Angeles, USA.
  • Shaw, N. (2015). Younger persons are more likely to adopt the mobile wallet than older persons, or are they?  The moderating role of age. Paper presented at the AMCIS Americas Conference on Information Systems, Puerto Rico.
  • Harrison, Dana, Hair, Joe, Shaw, Norman, Smith, Donna (2014). Trial and acceptance of alternative payment infrastructures. Paper presented at the 2014 Society for Marketing Advances Conference, 2 to 8 November 2014, New Orleans, USA.
  • Shaw, N. (2014). Guest acceptance of smartphone apps at hotels and resorts. Paper presented at the Third International Tourism Conference, 9 to 11 November 2014, Montego Bay, Jamaica.
  • On 11th November 2014, this paper won the Emerald Best Paper in Tourism & Hospitality, awarded by the International Journal of Contemporary Hospitality Management.
  • Shaw, Norman, & Lu, Zhen. (2013). Guest acceptance of the digital wallet at hotels and resorts. Paper presented at the The Proceedings of 1st World Conference on Hospitality, Tourism and Event Research and International Convention and Expo Summit 2013, May 2013., Bangkok, Thailand.
  • Shaw, Norman. (2013). The influence of learning on the level of use of business intelligence software. Research in Progress Paper accepted by the European Conference on Information Systems, June 2013, Utrecht, The Netherlands. 
  • Shaw, Norman, & Manwani, Sharm. (2011). Extending feature usage: a study of the post-adoption of electronic medical records. Paper presented at the European Conference on Information Systems, June 2011, Helsinki, Finland.

Book Chapter

  • Designed Powerpoints for Canadian Edition of Principles of Information Systems by Stair, Reynolds and published by Nelson, 2013.
RMG 300 Retail Information Management
RMG 301 Retail Operations Management