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

Haluk Demirkan and Jim Spohrer

Journal of Retailing and Consumer Services, 2014, vol. 21, issue 5, 860-868

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.

Keywords: Self-service systems; Service innovation; Virtual shopping (search for similar items in EconPapers)
Date: 2014
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Citations: View citations in EconPapers (25)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:21:y:2014:i:5:p:860-868

DOI: 10.1016/j.jretconser.2014.02.012

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