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Developing a framework to improve virtual shopping in digital malls with intelligent self-service systems

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  • Demirkan, Haluk
  • Spohrer, Jim

Abstract

Growing movements to urban places, increasing unemployment, decreasing buying power, rising real estate cost and demanding consumers for convenience and price are creating challenges for retailers. This paper reviews a sample list of retail channels, and proposes a systematic framework for conceptualizing the data-driven, and mobile- and cloud-enabled intelligent self-service systems to improve virtual shopping. With adoption of intelligent self-service systems, – more service oriented, more instrumented (from sensors to smart phones for monitoring consumers׳ behaviors), interconnected (patterns of interactions), and intelligent (algorithms help recognize patterns) – retail organizations can provide more cost effective quality retail service experiences to consumers.

Suggested Citation

  • Demirkan, Haluk & Spohrer, Jim, 2014. "Developing a framework to improve virtual shopping in digital malls with intelligent self-service systems," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 860-868.
    • Handle: RePEc:eee:joreco:v:21:y:2014:i:5:p:860-868
    DOI: 10.1016/j.jretconser.2014.02.012
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    Cited by:

    1. Pantano, Eleonora & Viassone, Milena, 2015. "Engaging consumers on new integrated multichannel retail settings: Challenges for retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 25(C), pages 106-114.
    2. Pantano, Eleonora & Passavanti, Rosanna & Priporas, Constantinos-Vasilios & Verteramo, Saverino, 2018. "To what extent luxury retailing can be smart?," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 94-100.
    3. van de Sanden, Stephanie & Willems, Kim & Brengman, Malaika, 2022. "How customers motive attributions impact intentions to use an interactive kiosk in-store," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    4. Thaichon, Park, 2017. "Consumer socialization process: The role of age in children's online shopping behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 38-47.
    5. Poncin, Ingrid & Garnier, Marion & Ben Mimoun, Mohammed Slim & Leclercq, Thomas, 2017. "Smart technologies and shopping experience: Are gamification interfaces effective? The case of the Smartstore," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 320-331.
    6. Pantano, Eleonora, 2016. "Engaging consumer through the storefront: Evidences from integrating interactive technologies," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 149-154.
    7. Wu, Hung-Che & Ai, Chi-Han & Cheng, Ching-Chan, 2019. "Experiential quality, experiential psychological states and experiential outcomes in an unmanned convenience store," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 409-420.
    8. Pillai, Rajasshrie & Sivathanu, Brijesh & Dwivedi, Yogesh K., 2020. "Shopping intention at AI-powered automated retail stores (AIPARS)," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    9. Akter, Shahriar & Hossain, Md Afnan & Sajib, Shahriar & Sultana, Saida & Rahman, Mahfuzur & Vrontis, Demetris & McCarthy, Grace, 2023. "A framework for AI-powered service innovation capability: Review and agenda for future research," Technovation, Elsevier, vol. 125(C).
    10. Hänninen, Mikko & Mitronen, Lasse & Kwan, Stephen K., 2019. "Multi-sided marketplaces and the transformation of retail: A service systems perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 380-388.
    11. Horstmann, Felix, 2017. "Measuring the shopper's attitude toward the point of sale display: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 112-123.
    12. Alexander, Bethan & Kent, Anthony, 2022. "Change in technology-enabled omnichannel customer experiences in-store," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    13. Bassano, Clara & Piciocchi, Paolo & Spohrer, James (Jim) C. & Pietronudo, Maria Cristina, 2018. "Managing value co-creation in consumer service systems within smart retail settings," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 190-197.
    14. Pantano, Eleonora & Vannucci, Virginia, 2019. "Who is innovating? An exploratory research of digital technologies diffusion in retail industry," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 297-304.
    15. Kautish, Pradeep & Paul, Justin & Sharma, Rajesh, 2021. "The effect of assortment and fulfillment on shopping assistance and efficiency: An e-tail servicescape perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    16. Pantano, Eleonora & Priporas, Constantinos-Vasilios & Sorace, Stefano & Iazzolino, Gianpaolo, 2017. "Does innovation-orientation lead to retail industry growth? Empirical evidence from patent analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 88-94.
    17. Rese, Alexandra & Baier, Daniel & Geyer-Schulz, Andreas & Schreiber, Stefanie, 2017. "How augmented reality apps are accepted by consumers: A comparative analysis using scales and opinions," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 306-319.
    18. Vrontis, Demetris & Thrassou, Alkis & Amirkhanpour, Monaliz, 2017. "B2C smart retailing: A consumer-focused value-based analysis of interactions and synergies," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 271-282.
    19. Ogunjimi, Ayotunde & Rahman, Mizan & Islam, Nazrul & Hasan, Rajibul, 2021. "Smart mirror fashion technology for the retail chain transformation," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    20. Akram, Umair & Ansari, Aisha Rehman & Fu, Guoqun & Junaid, Muhammad, 2020. "Feeling hungry? let's order through mobile! examining the fast food mobile commerce in China," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    21. Pantano, Eleonora & Rese, Alexandra & Baier, Daniel, 2017. "Enhancing the online decision-making process by using augmented reality: A two country comparison of youth markets," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 81-95.
    22. Patel, Pankaj C. & Pearce, John A., 2018. "The survival consequences of intellectual property for retail ventures," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 77-84.
    23. Pantano, Eleonora & Priporas, Constantinos-Vasilios & Stylos, Nikolaos, 2018. "Knowledge Push Curve (KPC) in retailing: Evidence from patented innovations analysis affecting retailers' competitiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 150-160.
    24. Pantano, Eleonora & Dennis, Charles, 2017. "Exploring the origin of retail stores in Europe: Evidence from Southern Italy from the 6th century BCE to the 3rd century BCE," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 243-249.
    25. Roy, Sanjit Kumar & Balaji, M S & Sadeque, Saalem & Nguyen, Bang & Melewar, T C, 2017. "Constituents and consequences of smart customer experience in retailing," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 257-270.

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