{"id":"https://openalex.org/W7127066816","doi":"https://doi.org/10.65967/mes.v47i5.59","title":"How does Generative AI understand the phygital customer experience? A strategic retail decision-making approach using social listening methods","display_name":"How does Generative AI understand the phygital customer experience? A strategic retail decision-making approach using social listening methods","publication_year":2025,"publication_date":"2025-10-07","ids":{"openalex":"https://openalex.org/W7127066816","doi":"https://doi.org/10.65967/mes.v47i5.59"},"language":null,"primary_location":{"id":"doi:10.65967/mes.v47i5.59","doi":"https://doi.org/10.65967/mes.v47i5.59","is_oa":true,"landing_page_url":"https://doi.org/10.65967/mes.v47i5.59","pdf_url":null,"source":{"id":"https://openalex.org/S2764787680","display_name":"Dangdai jingji kexue","issn_l":"1002-2848","issn":["1002-2848"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4322764866","host_organization_name":"Xi'an Jiaotong University","host_organization_lineage":["https://openalex.org/P4322764866"],"host_organization_lineage_names":["Xi'an Jiaotong University"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Modern Economic Science","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://doi.org/10.65967/mes.v47i5.59","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5124803276","display_name":"Mu'ah","orcid":"https://orcid.org/0000-0003-1260-5501","observed_orcids":["https://orcid.org/0000-0003-1260-5501"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Mu'ah","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0003-1260-5501","affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5007548337","display_name":"Mesra Berlyn Hakim","orcid":"https://orcid.org/0009-0000-5285-7389","observed_orcids":["https://orcid.org/0009-0000-5285-7389"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Mesra Berlyn Hakim","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0009-0000-5285-7389","affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5044598010","display_name":"Ali Akbar Anggara","orcid":"https://orcid.org/0000-0001-7779-1785","observed_orcids":["https://orcid.org/0000-0001-7779-1785"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ali Akbar Anggara","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0001-7779-1785","affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5073366583","display_name":"Mesra Surya Ariefin","orcid":"https://orcid.org/0000-0002-8100-9968","observed_orcids":["https://orcid.org/0000-0002-8100-9968"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Mesra Surya Ariefin","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0002-8100-9968","affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5115400691","display_name":"Mesra Amalia Ramadhani","orcid":"https://orcid.org/0009-0004-1409-1414","observed_orcids":["https://orcid.org/0009-0004-1409-1414"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Mesra Amalia Ramadhani","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0009-0004-1409-1414","affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.4271,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.71186761,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":93,"max":96},"biblio":{"volume":"47","issue":"5","first_page":"126","last_page":"143"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.8300999999046326,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.8300999999046326,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.09929999709129333,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.023499999195337296,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/generative-ai","display_name":"generative AI","score":0.9649999737739563},{"id":"https://openalex.org/keywords/phygital-retail","display_name":"phygital retail","score":0.9620000123977661},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.9950000047683716},{"id":"https://openalex.org/keywords/strategic-decision-making","display_name":"strategic decision-making","score":0.8999999761581421},{"id":"https://openalex.org/keywords/social-media-monitoring","display_name":"social media monitoring","score":0.9940000176429749},{"id":"https://openalex.org/keywords/user-generated-content","display_name":"user-generated content","score":0.8579999804496765},{"id":"https://openalex.org/keywords/lstm","display_name":"LSTM","score":0.8140000104904175},{"id":"https://openalex.org/keywords/bert","display_name":"BERT","score":0.996999979019165},{"id":"https://openalex.org/keywords/text-analysis","display_name":"text analysis","score":0.6819999814033508},{"id":"https://openalex.org/keywords/retail-strategy","display_name":"retail strategy","score":0.42399999499320984}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5565999746322632},{"id":"https://openalex.org/C39890363","wikidata":"https://www.wikidata.org/wiki/Q36108","display_name":"Generative grammar","level":2,"score":0.5480999946594238},{"id":"https://openalex.org/C177291462","wikidata":"https://www.wikidata.org/wiki/Q423038","display_name":"Active listening","level":2,"score":0.5200999975204468},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4812999963760376},{"id":"https://openalex.org/C167966045","wikidata":"https://www.wikidata.org/wiki/Q5532625","display_name":"Generative model","level":3,"score":0.42239999771118164},{"id":"https://openalex.org/C66322947","wikidata":"https://www.wikidata.org/wiki/Q11658","display_name":"Transformer","level":3,"score":0.41679999232292175},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.35100001096725464},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.3474000096321106},{"id":"https://openalex.org/C50644808","wikidata":"https://www.wikidata.org/wiki/Q192776","display_name":"Artificial neural network","level":2,"score":0.33469998836517334},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3310000002384186},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.3230000138282776},{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.3215000033378601},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.30730000138282776},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.30219998955726624},{"id":"https://openalex.org/C48243021","wikidata":"https://www.wikidata.org/wiki/Q932522","display_name":"Strategic planning","level":2,"score":0.29829999804496765},{"id":"https://openalex.org/C79416737","wikidata":"https://www.wikidata.org/wiki/Q2305519","display_name":"Social learning","level":2,"score":0.2867000102996826},{"id":"https://openalex.org/C118505674","wikidata":"https://www.wikidata.org/wiki/Q42586063","display_name":"Encoder","level":2,"score":0.2840999960899353},{"id":"https://openalex.org/C4216890","wikidata":"https://www.wikidata.org/wiki/Q815823","display_name":"Business model","level":2,"score":0.25870001316070557},{"id":"https://openalex.org/C10061420","wikidata":"https://www.wikidata.org/wiki/Q7307320","display_name":"Reflective listening","level":5,"score":0.2547000050544739},{"id":"https://openalex.org/C2767350","wikidata":"https://www.wikidata.org/wiki/Q6662173","display_name":"Business intelligence","level":2,"score":0.25209999084472656}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.65967/mes.v47i5.59","doi":"https://doi.org/10.65967/mes.v47i5.59","is_oa":true,"landing_page_url":"https://doi.org/10.65967/mes.v47i5.59","pdf_url":null,"source":{"id":"https://openalex.org/S2764787680","display_name":"Dangdai jingji kexue","issn_l":"1002-2848","issn":["1002-2848"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4322764866","host_organization_name":"Xi'an Jiaotong University","host_organization_lineage":["https://openalex.org/P4322764866"],"host_organization_lineage_names":["Xi'an Jiaotong University"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Modern Economic Science","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.65967/mes.v47i5.59","doi":"https://doi.org/10.65967/mes.v47i5.59","is_oa":true,"landing_page_url":"https://doi.org/10.65967/mes.v47i5.59","pdf_url":null,"source":{"id":"https://openalex.org/S2764787680","display_name":"Dangdai jingji kexue","issn_l":"1002-2848","issn":["1002-2848"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4322764866","host_organization_name":"Xi'an Jiaotong University","host_organization_lineage":["https://openalex.org/P4322764866"],"host_organization_lineage_names":["Xi'an Jiaotong University"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Modern Economic Science","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.7132211923599243,"id":"https://metadata.un.org/sdg/16","display_name":"Peace, justice, and strong institutions"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":[],"abstract_inverted_index":{"The":[0,90],"adoption":[1],"of":[2,31,67,73,108],"Generative":[3],"Artificial":[4],"Intelligence":[5],"(GAI)":[6],"for":[7],"converting":[8],"extensive":[9],"textual":[10,103],"data":[11],"into":[12,111],"strategic":[13,37],"knowledge":[14],"has":[15],"emerged":[16],"as":[17],"a":[18,45,65],"significant":[19],"trend":[20],"within":[21,129],"business":[22],"research.":[23],"While":[24],"prior":[25],"studies":[26],"acknowledge":[27],"the":[28,106],"operational":[29],"applications":[30],"GenAI,":[32],"its":[33,78],"role":[34],"in":[35,121],"offering":[36],"decision-making":[38,127],"support":[39],"remains":[40],"underexplored.":[41],"This":[42],"study":[43],"presents":[44],"novel":[46],"social":[47],"listening":[48],"framework":[49],"powered":[50],"by":[51],"GenAI":[52],"that":[53],"combines":[54],"advanced":[55],"text":[56],"analysis":[57],"methods,":[58],"specifically:":[59],"(a)":[60],"Long":[61],"Short-Term":[62],"Memory":[63],"(LSTM),":[64],"variant":[66],"Recurrent":[68],"Neural":[69],"Networks":[70],"(RNN)":[71],"capable":[72],"identifying":[74],"long-range":[75],"dependencies":[76],"through":[77],"memory":[79],"mechanisms,":[80],"and":[81,125],"(b)":[82],"Google\u2019s":[83],"Bidirectional":[84],"Encoder":[85],"Representations":[86],"from":[87,101],"Transformers":[88],"(BERT).":[89],"proposed":[91],"model":[92],"leverages":[93],"bi-directional":[94],"contextual":[95],"learning":[96],"to":[97,118],"extract":[98],"deeper":[99],"insights":[100,115],"large-scale":[102],"datasets,":[104],"enabling":[105],"transformation":[107],"user-generated":[109],"content":[110],"actionable":[112],"knowledge.":[113],"These":[114],"are":[116],"intended":[117],"guide":[119],"managers":[120],"enhancing":[122],"customer":[123],"experiences":[124],"supporting":[126],"processes":[128],"phygital":[130],"retail":[131],"environments.":[132]},"counts_by_year":[{"year":2026,"cited_by_count":1}],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2026-02-03T00:00:00"}