Title

Developing a Framework to Improve Virtual Shopping in Digital Malls With Intelligent Self-Service Systems

Publication Date

9-1-2014

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.

Publication Title

Journal of Retailing and Consumer Services

Volume

21

Issue

5

First Page

860

Last Page

868

DOI

10.1016/j.jretconser.2014.02.012

Version

pre-print, post-print

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