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The convenience of shopping via voice AI: Introducing AIDM

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  • Klaus, Phil
  • Zaichkowsky, Judith Lynne

Abstract

The purpose of this paper is to propose an updated view of consumer choice based on AI and inherent convenience addiction to smart speakers. Following the MacInnis framework for developing conceptual contributions of summarization, integration, and delineation, we review the current consumer decision-making literature and theory to demonstrate consumers' increasing tendency to outsource decisions to AI. Today's customers value convenience: the less time and effort they spend on a purchase, the better they perceive the transaction. AI is taking convenience to higher levels for consumers as they outsource their decisions to bots and inherent algorithms. This is particularly accurate for low-involvement everyday purchases. Our study's contribution is fourfold. First, we introduce a new model of AI-influenced decision-making (AIDM) processes. Second, our conceptual model suggests that managers need to change their interpretation of their customers' decision-making-processes in the new, AI-influenced marketplace. The shift in consumers' behavior toward reliance on home voice bots for purchase has significant implications for the retail sector. Third, our model differentiates between high and low involvement AI-influenced decision-making processes. Fourth, our study highlights how branding as we know it is challenged in an AI-dominated environment.

Suggested Citation

  • Klaus, Phil & Zaichkowsky, Judith Lynne, 2022. "The convenience of shopping via voice AI: Introducing AIDM," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    • Handle: RePEc:eee:joreco:v:65:y:2022:i:c:s0969698921000564
    DOI: 10.1016/j.jretconser.2021.102490
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    Cited by:

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    5. Guerreiro, João & Loureiro, Sandra Maria Correia, 2023. "I am attracted to my Cool Smart Assistant! Analyzing Attachment-Aversion in AI-Human Relationships," Journal of Business Research, Elsevier, vol. 161(C).
    6. Aw, Eugene Cheng-Xi & Tan, Garry Wei-Han & Cham, Tat-Huei & Raman, Ramakrishnan & Ooi, Keng-Boon, 2022. "Alexa, what's on my shopping list? Transforming customer experience with digital voice assistants," Technological Forecasting and Social Change, Elsevier, vol. 180(C).
    7. Kumar, Anand & Bala, Pradip Kumar & Chakraborty, Shibashish & Behera, Rajat Kumar, 2024. "Exploring antecedents impacting user satisfaction with voice assistant app: A text mining-based analysis on Alexa services," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    8. Kim, Woo Bin & Xie, Jiali & Choo, Ho Jung, 2023. "Role of perceived benefits of online shopping festival in vietnam: Differences between millennials and generation Z," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    9. Chekembayeva, Gaukhar & Garaus, Marion & Schmidt, Orsolya, 2023. "The role of time convenience and (anticipated) emotions in AR mobile retailing application adoption," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).

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