The dark side of artificial intelligence in retail services innovation

Book chapter

Mahmoud, A.B., Tehseen, S. and Fuxman, L. (2020). The dark side of artificial intelligence in retail services innovation. in: Pantano, E. (ed.) Retail Futures: The good, the bad and the ugly of the digital transformation Emerald Publishing Limited. pp. 165-180
AuthorsMahmoud, A.B., Tehseen, S. and Fuxman, L.
EditorsPantano, E.
Abstract

Many academic scholars argue that the goal of using artificial intelligence (hereafter, AI) in business has been to serve humans in performing their jobs. Yet, some scholars refute such arguments and warn against potential threats of AI to humankind in the future. AI or machine intelligence comprises three main aspects, i.e., learning, reasoning, and self-correction which aggregate to conjure up the artificial mind. In retailing, the employment of AI is progressively becoming a major theme of innovation and retailers are rapidly increasing the use of machine intelligence to efficiently simulate human intelligence and become more competitive through cutting costs and improving customer journeys. However, such benefits can be catastrophic in the long run. Hereby, this chapter represents an attempt to produce a synthesis of current research on the use of AI in retailing and identify the possible benefits or ramifications on the human pillars of the retail process (i.e., the employers, employees, and customers). Finally, this chapter aims to reflect on relevant literature to conclude future research and industrial implications.

KeywordsArtificial Intelligence; Machine Learning; Business Ethics; Neural Networks; Quantum Artificial Intelligence; Retail Innovation; AI risk; Generative AI; Generative Artificial Intelligence; ChatGPT; GPT; Bard; AI Ethics
Page range165-180
Year2020
Book titleRetail Futures: The good, the bad and the ugly of the digital transformation
PublisherEmerald Publishing Limited
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Open
ISBN978-1-83867-664-3
Publication dates
Print07 Oct 2020
Publication process dates
Accepted2019
Deposited12 Oct 2023
Digital Object Identifier (DOI)https://doi.org/10.1108/978-1-83867-663-620201019
Web address (URL)https://www.emerald.com/insight/content/doi/10.1108/978-1-83867-663-620201019/full/html
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