Adaptable interfaces

, 16

AIDA model

, 30

Albert

, 173

Amazon

, 171–172, 181–182

Artificial general intelligence (AGI)

, 168–170, 177

Artificial intelligence (AI)

, 55–56, 137, 185–189

application

, 183–185

classification

, 183–185

consumer behaviour

, 171–172

customer service and payment management

, 172

customers’ prospecting and retention

, 172

delivery management

, 173–174

definition

, 183–185

dilemmas

, 185–189

effects

, 170

ethics

, 185–189

evolution

, 181–183

fall

, 181–182

history

, 181–183

inventory optimisation

, 173

layout management

, 174

logistics

, 173–174

media optimisation

, 173

patent applications

, 167

store cleaning

, 174

terminologies

, 168–170

transportation

, 173–174

working

, 167–170

Artificial narrow intelligence (ANI)

, 177

Artificial neural networks

, 170

Atmospherics

, 141

Augmented reality (AR)

, 37, 47–48, 59–60

Big data

, 190, 195

analytics

, 195–197, 203

Black Hat consultants

, 89–90

Blue Whale Challenge

, 118–119

Brand experience

, 134–135

Brand key performance indicators

, 106

Car-Finder service

, 45

Channel mix

, 103–104

Chatbots

, 72–78

emotional awareness capacity

, 79

Communication-related digital services

, 46–47

Consultative selling

, 5–6

Consumer behaviour

, 132–134

Consumer–consumer interactions

, 137

Consumer decision-making model

, 149–150

Consumers buying decision-making process

, 154–157

Cruzr

, 16–17

Customer engagement

, 72–78

Customer relationship management (CRM)

, 172

Customers’ resource life cycle

, 6, 11

Dartmouth Summer Research Project on AI (DSRPAI)

, 182

Deep learning

, 170

Defaming spam

, 89

Digital celebrities

, 119

Digital Mall

, 44

Digital marketing

, 115, 122

mix

, 39–40

Digital services

communication-related

, 46–47

entertainment-related

, 47–48

information-related

, 41–44

orientation-related

, 44–46

Digital signage (DS)

, 54

augmented/eroded shopping experiences

, 64–65

customer engagement

, 55

display blindness

, 55

innovative interaction modalities

, 56–60

in-store digital signage

, 54–55

intelligent digital signage

, 61–63

personalization–privacy paradox

, 63

retailer’s degrees of freedom

, 63–64

smart retail ecosystem

, 60–61

tech substitute/complement touch

, 64

Digital transformation

, 190

Display blindness

, 55

DS. See Digital signage (DS)

Easy Dining

, 41

Easy to Park service

, 45

Electronic word-of-mouth (eWOM)

, 141

Emotional awareness

, 78–79

importance

, 79–81

technical process

, 79

Emotional connection

, 73–78

Employee–consumer–consumer interactions

, 138

Employee–consumer interactions

, 137

Employee–consumer third party interactions

, 139

Entertainment-related digital services

, 47–48

Fake online reviews

causes of

, 89–90

consumer responses

, 90–92

contributors to

, 89–90

detection capabilities

, 92–93

inaction/doing nothing

, 91

intuitively/informally evaluating

, 91

multiple retail stakeholders

, 93

self-education

, 91

types and pervasiveness

, 87–89

Fakespot

, 91–92

Fear of missing out (FoMO)

, 118

General Data Protection Regulation (GDPR)

, 64

Generation Z

, 149, 151, 197

Google Gmail’s AI-powered filter

, 169

Grand models

, 149–150

Human intelligence

, 168

Humanized artificial intelligence

, 184

Humanoid service robots

, 16–17

Human–robot interaction (HRI)

, 15–16

Hype spam

, 89

Information-related digital services

, 41–44

Innovative interaction modalities

augmented reality (AR)

, 59–60

gestures and motion

, 59

touchscreen interactivity

, 56–57

voice-activated DS assistants

, 59

In-store digital signage

, 54–55

Interfaces

, 16

International Federation of Robotics

, 16

Internet addiction

, 123

Internet microcelebrities

, 119

Key online influencers (KOI)

, 141

Key performance indicators (KPIs)

brand

, 106

operational

, 106

per customer

, 106

LoweBot

, 16–17, 185–186

Machine learning

, 170

Metail

, 130

Microsoft’s Cortana

, 169

Model my Outfit

, 130

Narrow artificial intelligence

, 168–170

Natural language processing (NLP)

, 79, 166

Neural networks

, 170

Nonhumanoid service robots

, 30

Offline retailing

, 38

Omnichannel retail management

, 106–107

channel mix

, 103–104

customer journey

, 104–105

definition

, 101–102

drivers

, 102

interfunctional integration

, 102–103

key performance indicators (KPIs)

, 105–106

partial interfunctional integration

, 102

progressive interfunctional integration

, 102

value creation

, 98–100

Online celebrities

, 119

Online shopping behaviour, minors

, 122–123

academic perspective

, 121–122

physical benefits

, 115–116

physical harm

, 118–119

practical benefits

, 114–115

practical harm

, 117–118

psychological benefits

, 116–117

psychological harm

, 119–120

Operational key performance indicators

, 106

Organizational frontline

artificial intelligence-based interaction

, 76

customer (dis) engagement

, 77–78

emotional (dis) connection

, 77–78

human-based interaction

, 75–76

self-service technology

, 76–77

social pleasure

, 77–78

Orientation-related digital services

, 44–46

Personalization–privacy paradox

, 63

Polar Expedition

, 47

Privacy concerns

, 203

Privacy loss

, 203

big data analytics

, 197

consumers’ perceptions

, 197

Privacy paradox

, 203

Problem-solving selling

, 5–6

Product recommendation systems

, 58

QR code

, 45, 60

Quantum artificial intelligence

, 177

Radiofrequency identification (RFID)

, 60

RedBalloon

, 173

Reinforcement-learning algorithm

, 168–170

Retail agglomerations

, 37, 38–39

features

, 39

Retailing

, 7, 9–10

agents

, 136

artificial intelligence (AI)

, 170–174

chatbots

, 73–78

consumer–consumer interactions

, 137

customer engagement

, 73–78

digital age

, 38–40

digital marketing mix

, 39–40

emotional connection

, 73–78

employee–consumer interactions

, 137

employee–consumer–consumer interactions

, 138

employee–consumer third party

, 139

e-retailing

, 129, 140–141

fake online reviews

, 87–89

identity

, 136

interactions

, 136

retail agglomerations

, 38–39

scenarios and applications

, 137

service robots (SRs)

, 16–28

smart retailing

, 150–151

social elements

, 131

social norms

, 136

ReviewMeta

, 92

Sales decision support system

, 3–4, 6–7, 11

Sales process

, 5–6

Self-service technology (SST)

, 4–5, 11

definition

, 6–7

online settings

, 6–7

Selling

, 5–6, 11

SenseMi

, 130

Service robots (SRs)

, 18

customers’ behavior

, 15–16

definition

, 16

impact on customers

, 19–27

interviews

, 29

measures and findings

, 28–32

methodologies

, 28

observations

, 30–32

scope delineation

, 16

search strategy

, 18

self-reported survey data

, 29–30

tasks

, 28

usage and study setup

, 18–28

uses of

, 16–17

Smart consumers

, 149

definition

, 153–154

Smart retail ecosystem

radiofrequency identification (RFID)

, 60

smart devices

, 60

social media

, 61

Smart retailing

, 150–151

Social elements

consumer behaviour

, 132–134

retailing

, 131

technology

, 132

Social environment

, 198–199

Socialisation of the virtual fitting room (SVFR)

, 129–131, 136

Social media

, 61, 118, 132

Social pleasure

, 77–78

Social presence

, 133–134

Solution selling

, 5–6

SRs. See Service robots (SRs)

Store innovation

, 10

Store sales cycle model (SSCM)

, 4–5, 11

Strong artificial intelligence

, 168–170

System-based autonomous

, 16

Technology selection

, 4–5

Terminals

, 45

Thereviewindex

, 92

Three Laws of Robotics

, 182

Touchscreen interactivity

, 56

beer recommendation system

, 59

Carrefour

, 57

product recommendation systems

, 58

recipes

, 57, 58

Value co-creation

brand owners and manufacturers

, 87

consumers

, 86–87

retailers

, 87

third-party sellers

, 87

Virtual fitting room

, 134–135

socialisation

, 135

Virtual reality (VR)

, 37

Walmart

, 181–182, 184

Wi-Fi infinity

, 114, 117