2022/05/08 by Stephanie M. Noble, Stephanie Noble, Martin Mende +2 · 217 citations
Business, Management and Accounting · Computer Science · Engineering · #AI in Service Interactions #Business #Computer science #Consumer Retail Behavior Studies #Digital Revolution #Engineering #Industrial Revolution #Key (lock) #Marketing #Meaning (existential) #Perspective (graphical) #Political science #Service (business) #Service and Product Innovation #Service provider #Set (abstract data type) #Sociology #Telecommunications
paper · pdf · doi:10.1016/j.jretai.2022.04.003
published in Journal of Retailing 98(2), 199-208 (Elsevier BV)
openalex publication_date 2022/05/08 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/31
This manuscript draws attention to the dawn of the Fifth Industrial Revolution (5IR) and highlights its potential for addressing a host of issues within retail and service domains. With a retailing and service perspective, the authors outline the meaning of the 5IR, according to a 2 × 2 framework that categorizes retailers and service providers by their embrace of human–machine collaborations. They also propose an expanded definition of stakeholders in the 5IR (companies, employees, customers, and society). Merging digital, physical, and biological technologies promises enhanced well-being for societal actors across the board. By outlining these likely implications of the 5IR for retailing and services, this article establishes a roadmap for how the (r)evolution is likely to progress and offers a set of key research questions that emerge as a result.