2023
DOI: 10.1111/joca.12529
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Understanding retail exclusion and promoting an inclusive customer experience at transforming service encounters

Abstract: The authors review the marketing practices likely to make customers feel excluded (ignored or rejected) and analyze the potency of retail exclusion in the transforming service encounters due to the infusion of artificial intelligence (AI), robots, and other new technologies. Synthesizing the findings of prior studies, the authors propose an integrative theoretical framework for understanding different perspectives, psychological mechanisms, and outcomes of retail exclusion, and highlight research opportunities… Show more

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Cited by 6 publications
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References 160 publications
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