The examination of Amazon's captive relationship strategy

What is it about?

The quick expansion and high penetration of e-retailers’ AI ecosystem into the shopper's journey is still under-researched in the extant literature. Amazon's Alexa in particular has been fast proliferating into the customer's journey, favoring the development of captive audiences given this new ambient environment. Through a mixed methodology using both qualitative and quantitative approaches, this study examines Amazon's captive relationship strategy on shoppers, brands and competing retailers.

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Why is it important?

Taking the pioneering case of Amazon's Alexa powered devices, this research presents a working framework upon which scholars and practitioners alike could base their future studies and strategies on in the fast-growing field of interactive voice assistants and AI led conversations.