Exploring AI technology and consumer behavior in retail interactions

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...

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Bibliographic Details
Published in:Journal of consumer behaviour 2024-11, Vol.23 (6), p.3132-3151
Main Authors: Petrescu, Maria, Krishen, Anjala S., Gironda, John T., Fergurson, J. Ricky
Format: Article
Language:English
Subjects:
Artificial intelligence
Bibliometrics
Consumer behavior
Consumers
Departments
Interdisciplinary aspects
Mapping
Retailing
Social interaction
Social networks
Stakeholders
Technology
Value creation
Visualization
Welfare
Citations: Items that this one cites
Online Access:Get full text
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Summary: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.
ISSN:1472-0817
1479-1838
DOI:10.1002/cb.2386