The Convenience of Shopping via Voice AI: Introducing AIDM

Peer reviewed: 
Yes, item is peer reviewed.
Scholarly level: 
Final version published as: 

Klaus, P., & Zaichkowsky, J. L. (2021). The convenience of shopping via voice AI: Introducing AIDM. Journal of Retailing and Consumer Services, 102490.

Date created: 
DOI: 10.1016/j.jretconser.2021.102490
Artificial intelligence
Retail brand management
Consumer decision making
Voice bots

The purpose of this paper is to propose an updated view of consumer choice based on AI and inherent convenience addiction to smart speakers. Following the MacInnis framework for developing conceptual contributions of summarization, integration, and delineation, we review the current consumer decision-making literature and theory to demonstrate consumers' increasing tendency to outsource decisions to AI. Today's customers value convenience: the less time and effort they spend on a purchase, the better they perceive the transaction. AI is taking convenience to higher levels for consumers as they outsource their decisions to bots and inherent algorithms. This is particularly accurate for low-involvement everyday purchases. Our study's contribution is fourfold. First, we introduce a new model of AI-influenced decision-making (AIDM) processes. Second, our conceptual model suggests that managers need to change their interpretation of their customers' decision-making-processes in the new, AI-influenced marketplace. The shift in consumers' behavior toward reliance on home voice bots for purchase has significant implications for the retail sector. Third, our model differentiates between high and low involvement AI-influenced decision-making processes. Fourth, our study highlights how branding as we know it is challenged in an AI-dominated environment.


The full text of this paper will be available in February, 2024 due to the embargo policies of Journal of Retailing and Consumer Services. Contact to enquire if the full text of the accepted manuscript can be made available to you.

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Rights remain with the authors.