The social significance of AI in retail on customer experience and shopping practices

被引：34
|
作者：
Moore, Simon [1 ]
Bulmer, Sandy [1 ]
Elms, Jonathan [1 ]
机构：
[1] Massey Univ, Sir Stephen Tindall Chair Retail Management, Palmerston North, New Zealand
来源：
JOURNAL OF RETAILING AND CONSUMER SERVICES | 2022年 / 64卷
关键词：
AI; Digital humans; Shopping; Service encounters; Customer experience; Social practice; SELF-SERVICE; TECHNOLOGY; CONSUMPTION; EMPLOYEES; INTERNET; ADOPTION; IMPACT; FUTURE; ROBOTS; NEED;
D O I：
10.1016/j.jretconser.2021.102755
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This paper draws on practice-informed, ethnographic research to develop an understanding of the novel social consequences and opportunities afforded from consumers' interactions with AI digital humans as part of the instore shopping experience. We reveal and interrogate consumers' experiences with AI digital humans in an exploratory study undertaken during the launch phase of an in-store kiosk digital store greeter in a flagship store of a large national technology and appliance chain. Our findings contribute to understanding the social significance of AI in retail on customer experience (CX) and the managerial implications of consumers interactions with AI digital humans are described and discussed.
引用
收藏
页数：8
相关论文
共 50 条
  • [41] Webrooming as the new retail experience: a smart-shopping perspective
    Wu, ZiQiang
    Aw, Eugene Cheng-Xi
    Chuah, Stephanie Hui-Wen
    [J]. INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT, 2023, 51 (06) : 736 - 754
  • [42] Enhancing the Customer Experience by Mixed Reality in the Retail Industry
    Jiang, Yirui
    Trung Hieu Tran
    Williams, Leon
    Palmer, Jaime
    Simson, Edgar
    Benson, Daniel
    Christopher, Michael
    Christopher, Daila
    [J]. 2021 5TH INTERNATIONAL CONFERENCE ON ARTIFICIAL INTELLIGENCE AND VIRTUAL REALITY, AIVR 2021, 2021, : 41 - 45
  • [43] Customer overlap: Shopping patterns in a retail market when the distributions of prices and goods are known
    Stassen, RE
    Mittelstaedt, RA
    Mittelstaedt, JD
    [J]. 1996 AMA EDUCATORS' PROCEEDINGS, VOL 7 - ENHANCING KNOWLEDGE DEVELOPMENT IN MARKETING, 1996, 7 : 169 - 169
  • [44] Customer Relationship Management in the Era of Social Web and Social Customer: An Investigation of Customer Engagement in the Greek Retail Banking Sector
    Giannakis-Bompolis, Christos
    Boutsouki, Christina
    [J]. 2ND INTERNATIONAL CONFERENCE ON STRATEGIC INNOVATIVE MARKETING, 2014, 148 : 67 - 78
  • [45] RETAIL ASSORTMENT SIZE AND CUSTOMER CHOICE OVERLOAD: THE INFLUENCE OF SHOPPING ENJOYMENT AND TIME PRESSURE
    Kim, Kyoungmi
    Allaway, Arthur W.
    Ellinger, Alexander E.
    [J]. Marketing Dynamism & Sustainability-Things Change, Things Stay the Same, 2015, : 139 - 139
  • [46] Research on the Effect of the Recommendation System on Customer Online Shopping Experience
    Liu, J.
    Hu, G. Z.
    Yu, Y.
    Yi, W. J.
    Zuo, L. L.
    [J]. 2017 14TH INTERNATIONAL CONFERENCE ON SERVICES SYSTEMS AND SERVICES MANAGEMENT (ICSSSM), 2017,
  • [47] Bridging the gap between customer experience management and mobile shopping
    San-Martin, Sonia
    Jimenez, Nadia
    Puente, Nuria
    [J]. RBGN-REVISTA BRASILEIRA DE GESTAO DE NEGOCIOS, 2019, 21 (02): : 213 - 233
  • [48] Social capital, customer orientation and creativity in retail stores
    Bell, SJ
    Mengüç, B
    Merlo, O
    [J]. SERVICE SYSTEMS AND SERVICE MANAGEMENT - PROCEEDINGS OF ICSSSM '04, VOLS 1 AND 2, 2004, : 844 - 849
  • [49] The "Other" Agent: Interaction with AI and Its Implications on Social Presence Perceptions of Online Customer Experience
    Kronemann, Bianca
    Kizgin, Hatice
    Rana, Nripendra
    [J]. ROLE OF DIGITAL TECHNOLOGIES IN SHAPING THE POST-PANDEMIC WORLD, 2022, 13454 : 70 - 81
  • [50] Health Emergency and Digital Shopping Experience: A New Era of Retail Design
    Camplone, Stefania
    Villani, Emidio Antonio
    [J]. INTELLIGENT HUMAN SYSTEMS INTEGRATION 2021, 2021, 1322 : 626 - 631
12345