The authors review the marketing practices likely to make customers feel excluded (ignored or rejected) and analyze the potency of retail exclusion in the transforming service encounters due to the infusion of artificial intelligence (AI), robots, and other new technologies. Synthesizing the findings of prior studies, the authors propose an integrative theoretical framework for understanding different perspectives, psychological mechanisms, and outcomes of retail exclusion, and highlight research opportunities for retail exclusion in two contexts of service encounters: interpersonal and technology-powered. The review aims to provide implications on proactive strategies to minimize the adverse effects of retail exclusions and promote inclusive customer experiences.

中文翻译：

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了解零售排斥并在转变服务体验时促进包容性客户体验

作者回顾了可能让顾客感到被排斥（被忽视或拒绝）的营销实践，并分析了由于人工智能（AI）、机器人和其他新技术的注入而改变的服务体验中零售排斥的效力。综合之前的研究结果，作者提出了一个综合的理论框架，用于理解零售排斥的不同观点、心理机制和结果，并强调了在服务接触的两种背景下零售排斥的研究机会：人际和技术驱动。该审查旨在为积极主动的策略提供启示，以最大限度地减少零售排除的不利影响并促进包容性的客户体验。