The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.
How artificial intelligence will affect the future of retailing
Abstract
Abstract Artificial intelligence (AI) will substantially impact retailing. Building on past research and from interviews with senior managers, we examine how senior retailing managers should think about adopting AI, involving factors such as the extent to which an AI application is customer-facing, the amount of value creation, whether the AI application is online, and extent of ethics concerns. In addition, we highlight that the near-term impact of AI on retailing may not be as pronounced as the popular press might suggest, and also that AI is likely to be more effective if it focuses on augmenting (rather than replacing) managers’ judgments. Finally, while press coverage typically involves customer-facing AI applications, we highlight that a lot of value can be obtained by adopting non-customer-facing applications. Overall, we remain very optimistic as regards the impact of AI on retailing. Finally, we lay out a research agenda and also outline implications for practice.
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Cites
Artificial intelligence in service
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Self-citationExplaining prediction models and individual predictions with feature contributions
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Data Privacy: Effects on Customer and Firm Performance
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Cited by
Ooi, K.-B., Tan, G. W.-H., Al-Emran, M., Al-Sharafi, M. A., Capatina, A., Chakraborty, A., Dwivedi, Y. K., Huang, T.-L., Kar, A. K., Lee, V.-H., et al. (2025) · Journal of Computer Information Systems · doi:10.1080/08874417.2023.2261010 · Cited by 746
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
van Giffen, B., Herhausen, D., & Fahse, T. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.01.076 · Cited by 230
Artificial Intelligence and Declined Guilt: Retailing Morality Comparison Between Human and AI
Giroux, M., Kim, J., Lee, J. C., & Park, J. (2022) · Journal of Business Ethics · doi:10.1007/s10551-022-05056-7 · Cited by 194
Facilitating retail customers’ use of AI-based virtual assistants: A meta-analysis
Blut, M., Wünderlich, N. V., & Brock, C. (2024) · Journal of Retailing · doi:10.1016/j.jretai.2024.04.001 · Cited by 75
Mishra, L. N., & Senapati, B. (2025) · IEEE Access · doi:10.1109/access.2025.3552592 · Cited by 35
Jalil, M. F., Lynch, P., Marikan, D. A. B. A., & Isa, A. H. B. M. (2025) · AI & SOCIETY · doi:10.1007/s00146-024-01969-1 · Cited by 33
Pitt, C., Paschen, J., Kietzmann, J., Pitt, L. F., & Pala, E. (2023) · Australasian Marketing Journal · doi:10.1177/18393349211044175 · Cited by 30
Sohn, S., Labrecque, L., Siemon, D., & Morana, S. (2025) · Journal of Retailing · doi:10.1016/j.jretai.2025.03.003 · Cited by 26
Metadata
- Authors
- Guha, A., Grewal, D., Kopalle, P. K., Haenlein, M., Schneider, M. J., Jung, H., Moustafa, R., Hegde, D. R., & Hawkins, G.
- Venue
- Journal of Retailing
- Publisher
- Elsevier BV
- Published
- 2021-03
- Volume
- 97
- Issue
- 1
- Pages
- 28-41
- ISSN
- 0022-4359 (ISSN-L)
- OpenAlex
- W3128077503
- Cited by
- 339
- References
- 11
- FWCI
- 17.47
- Type
- journal article
- Language
- en
- Open access
- closed
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