The DOI matches its Crossref record; 79 of the 79 references it cites were found in a registry or an index.
Transforming the Customer Experience through New Technologies
Abstract
New technologies such as Internet of Things (IoT), Augmented Reality (AR), Virtual Reality (VR), Mixed Reality (MR), virtual assistants, chatbots, and robots, which are typically powered by Artificial Intelligence (AI), are dramatically transforming the customer experience. In this paper, we offer a fresh typology of new technologies powered by AI and propose a new framework for understanding the role of new technologies on the customer/shopper journey. Specifically, we discuss the impact and implications of these technologies on each broad stage of the shopping journey (pre-transaction, transaction, and post-transaction) and advance a new conceptualization for managing these new AI technologies along customer experience dimensions to create experiential value. We discuss future research ideas emanating from our framework and outline interdisciplinary research avenues.
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Self-citation
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Cited by
Blut, M., Wang, C., Wünderlich, N. V., & Brock, C. (2021) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-020-00762-y · Cited by 1,194
Liu-Thompkins, Y., Okazaki, S., & Li, H. (2022) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-022-00892-5 · Cited by 441
Brave New World? On AI and the Management of Customer Relationships
Libai, B., Bart, Y., Gensler, S., Hofacker, C. F., Kaplan, A., Kötterheinrich, K., & Kroll, E. B. (2020) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2020.04.002 · Cited by 358
Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty
Chen, Q., Lu, Y., Gong, Y., & Xiong, J. (2023) · Internet Research · doi:10.1108/intr-09-2021-0686 · Cited by 260
Qin, H., Peak, D. A., & Prybutok, V. (2021) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2020.102337 · Cited by 259
Metadata
- Authors
- Hoyer, W. D., Kroschke, M., Schmitt, B., Kraume, K., & Shankar, V.
- Venue
- Journal of Interactive Marketing
- Publisher
- SAGE Publications
- Published
- 2020-08
- Volume
- 51
- Issue
- 1
- Pages
- 57-71
- ISSN
- 1094-9968 (ISSN-L)
- 1520-6653
- OpenAlex
- W3027672271
- Cited by
- 1,049
- References
- 79
- FWCI
- 38.26
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
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- Hoyer, W. D., Kroschke, M., Schmitt, B., Kraume, K., & Shankar, V. (2020). Transforming the Customer Experience through New Technologies. Journal of Interactive Marketing. https://doi.org/10.1016/j.intmar.2020.04.001
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
