Transforming the Customer Experience through New Technologies

Wayne D. Hoyer · Mirja Kroschke · Bernd H. Schmitt · Karsten Kraume · Venkatesh Shankar

1,152 citations0/0 files storedJournal of Interactive Marketing

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

AI in Service Interactions Consumer Retail Behavior Studies Digital Innovation in Industries

Abstract

New technologies such as Internet of Things (IoT), Augmented Reality (AR), Virtual Reality (VR), Mixed Reality (MR), virtual assistants, chatbots, and robots, which are typically powered by Artificial Intelligence (AI), are dramatically transforming the customer experience. In this paper, we offer a fresh typology of new technologies powered by AI and propose a new framework for understanding the role of new technologies on the customer/shopper journey. Specifically, we discuss the impact and implications of these technologies on each broad stage of the shopping journey (pre-transaction, transaction, and post-transaction) and advance a new conceptualization for managing these new AI technologies along customer experience dimensions to create experiential value. We discuss future research ideas emanating from our framework and outline interdisciplinary research avenues.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 1,152 citations exist upstream.

References

2012Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 2025Advances in Consumer Research 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty 2016Understanding Customer Experience Throughout the Customer Journey 2004Co-creation experiences: The next practice in value creation 1982The need for cognition.2009Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?2007On seeing human: A three-factor theory of anthropomorphism.

Cited by

2021Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI 2022Marketing in the Metaverse: Conceptual understanding, framework, and research agenda

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.