Exploring AI technology and consumer behavior in retail interactions

IF 4.4 3区 管理学 Q2 BUSINESS Journal of Consumer Behaviour Pub Date : 2024-09-02 DOI:10.1002/cb.2386
Maria Petrescu, Anjala S. Krishen, John T. Gironda, J. Ricky Fergurson
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Abstract

This research systematically reviews artificial intelligence (AI) effects in customer‐interfacing retail applications based on an ecosystem value co‐creation framework. We conduct a bibliometric and conceptual mapping analysis study, focusing on AI‐related implications for consumers' and other stakeholders' well‐being, social interaction, and societal welfare. A co‐citation network visualization of critical AI journal articles is generated, and a network visualization of AI keyword relationships and clustered topic areas is presented and discussed, along with a conceptual map of the relationships between key concepts and substantive AI themes. In an ecosystem context, the multidisciplinary‐based bibliometric and conceptual mapping findings of our analysis reflect the need to focus not only on the positive and negative effects on stakeholder well‐being, social interaction, and societal welfare but also on how effects created in one of these levels impact the value created in the other social layers. Furthermore, the interdisciplinary characteristics necessary in effectively implementing and managing AI technologies emphasize the need for collaboration among multiple organizational departments, technology partners, and other members of the business ecosystem. The findings of this research contribute to assessing both the positive and negative effects of AI and allow for its implementation in a way that is helpful to organizations, employees, consumers, and society. This study should also help managers decide which situations are best suited for using AI and which are not.
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探索零售互动中的人工智能技术和消费者行为
本研究基于生态系统价值共创框架,系统回顾了人工智能(AI)在面向客户的零售应用中的效果。我们进行了文献计量和概念图分析研究,重点关注人工智能对消费者和其他利益相关者的福祉、社会互动和社会福利的影响。我们生成了重要人工智能期刊论文的共引网络可视化,并展示和讨论了人工智能关键词关系和聚类主题领域的网络可视化,以及关键概念和实质性人工智能主题之间关系的概念图。在生态系统背景下,我们基于多学科的文献计量学和概念图分析结果反映出,不仅需要关注对利益相关者福祉、社会互动和社会福利的积极和消极影响,还需要关注在其中一个层面产生的影响如何影响在其他社会层面创造的价值。此外,有效实施和管理人工智能技术所需的跨学科特点强调了多个组织部门、技术合作伙伴和商业生态系统中其他成员之间的合作需求。本研究的结果有助于评估人工智能的积极和消极影响,并使其实施方式对组织、员工、消费者和社会有所帮助。这项研究还有助于管理者决定哪些情况最适合使用人工智能,哪些不适合。
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来源期刊
CiteScore
7.30
自引率
11.60%
发文量
99
期刊介绍: The Journal of Consumer Behaviour aims to promote the understanding of consumer behaviour, consumer research and consumption through the publication of double-blind peer-reviewed, top quality theoretical and empirical research. An international academic journal with a foundation in the social sciences, the JCB has a diverse and multidisciplinary outlook which seeks to showcase innovative, alternative and contested representations of consumer behaviour alongside the latest developments in established traditions of consumer research.
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