Scholarly understanding of customer journeys has evolved from a linear, single service provider perspective to encompass complex service delivery networks that involve multiple touchpoints governed by various service providers. This intricate setting often gives rise to experiential pain points...

The aim of this study is to identify the practical benefits and associated risks generated by the implementation of artificial intelligence (AI) in retail and capitalize on the results by developing a conceptual framework for integrating AI technologies in the information systems of retail...

The Chinese digital platform giants – Baidu, Alibaba and Tencent – have quickly risen to be amongst the most notable developers and users of artificial intelligence. One important catalyst for this development has been the so-called Platform Business Group (PBG) strategy used by Chinese...