A strategic framework for artificial intelligence in marketing
2020/11/04 by Ming-Hui Huang, Ming‐Hui Huang, Roland T. Rust · 1,666 citations
Business, Management and Accounting · Computer Science · Psychology · Social Sciences · #AI in Service Interactions #Artificial intelligence #Business #Business-to-government #Computer science #Consumer Behavior in Brand Consumption and Identification #Digital Marketing and Social Media #Feeling #Knowledge management #Market segmentation #Marketing #Marketing and artificial intelligence #Marketing management #Marketing research #Marketing strategy #Personalization #Personalized marketing #Psychology #Return on marketing investment #Standardization
paper · pdf · doi:10.1007/s11747-020-00749-9
published in Journal of the Academy of Marketing Science 49(1), 30-50 (Springer Science+Business Media)
openalex publication_date 2020/11/04 · openalex created_date 2025/10/10 · openalex updated_date 2026/08/06
Abstract
Abstract The authors develop a three-stage framework for strategic marketing planning, incorporating multiple artificial intelligence (AI) benefits: mechanical AI for automating repetitive marketing functions and activities, thinking AI for processing data to arrive at decisions, and feeling AI for analyzing interactions and human emotions. This framework lays out the ways that AI can be used for marketing research, strategy (segmentation, targeting, and positioning, STP), and actions. At the marketing research stage, mechanical AI can be used for data collection, thinking AI for market analysis, and feeling AI for customer understanding. At the marketing strategy (STP) stage, mechanical AI can be used for segmentation (segment recognition), thinking AI for targeting (segment recommendation), and feeling AI for positioning (segment resonance). At the marketing action stage, mechanical AI can be used for standardization, thinking AI for personalization, and feeling AI for relationalization. We apply this framework to various areas of marketing, organized by marketing 4Ps/4Cs, to illustrate the strategic use of AI.
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