• The Journal of the Convergence on Culture Technology
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• v.10 no.3
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• pp.791-800
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• 2024

The cashierless store, which is rapidly spreading with the development of AI, is providing new shopping experiences to customers. However, the existing retail service research mainly focused on evaluation based on employees (people). This study was initiated to evaluate services by reorganizing these service evaluations according to the characteristics of cashierless store. In addition, the effect of the service experience characteristics of AI cashierless store on customers' positive or negative emotions was identified, and the effect on revisit intention was verified. As a result of this study, it was confirmed that the service experience characteristics of AI cashierless store had some effect on emotional response. In addition, it was confirmed that the positive emotional response caused by the characteristics of the AI cashierless store service experience induces revisiting, but the negative emotional response hinders revisiting. The results of this study are expected to contribute to the research and development of AI cashierless store services.