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

Autor:	Jonathan Elms, Sandy Bulmer, Simon Moore
Rok vydání:	2022
Předmět:	Marketing Customer experience business.product_category Ethnography Exploratory research Social consequence Interactive kiosk business Social significance Phase (combat)
Zdroj:	Journal of Retailing and Consumer Services. 64:102755
ISSN:	0969-6989
DOI:	10.1016/j.jretconser.2021.102755
Popis:	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 in-store 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.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::d8aefa4291b99057fd110fe1ea13d659 https://doi.org/10.1016/j.jretconser.2021.102755 Zobrazit plný text záznamu Full Text from ScienceDirect