论文总字数：24675字

摘 要

无人零售店的出现为消费者带来了前所未有的购物体验，目前已经成为了零售业的新趋势。诸多企业纷纷注入资金，自2016年12月亚马逊推出AmazonGo后，这种即拿即走的购物体验广受消费者喜爱，随后阿里巴巴、深兰科技、缤果盒子、苏宁等多家国内企业也纷纷开始布局。现阶段，无人零售发展势头正猛，其发展前景也广受关注，但与此同时，这种新的零售模式也出现了一些问题。

论文旨在系统分析无人零售的发展现状，剖析其发展过程中存在的问题并提出策略建议。首先，综述无人零售的研究现状，明确研究重点。其次分析无人零售目前三大主要业态的发展进程、规模与现状、以及特征，系统介绍无人零售发展的核心技术，分析主要代表企业的运营模式。进而，根据现有研究总结无人零售发展过程中存在的问题，并分析其成因。以苏宁Biu为例展开调查，探寻苏宁Biu无人零售发展的现状、问题，探寻其解决方案，最后综合提出无人零售店发展趋势及策略建议。

研究结果表明，无人零售尚处于发展初期，并在发展过程中遭遇了技术、成本、消费者诚信体系漏洞等诸多问题。很多企业尚处于试错和不断迭代的状态。但就其发展前景来看，总的趋势是不断向好的。无人零售作为一种新的零售形态与传统零售与电商相配合。充分利用互联网以及人工智能，创造一个全面的、体系化的购物场景，实现线上线下的完美融合，发挥无人零售的时代优势，这样才能助推其获得长远的发展。

关键词：无人零售；苏宁体育Biu；对策

The Status Quo、the Problems, and the Countermeasures of the Development of Unattended Retailing──Take Su Ning Biu as Example

Abstract

The emergence of unmanned retail stores has brought unprecedented shopping experience to consumers, which has become a new trend in the retail industry. After amazon launched AmazonGo in December 2016, the take-it-or-leave shopping experience was well received by consumers, followed by alibaba, shenlan technology, bingguo box and suning. At the present stage, unmanned retail is developing rapidly and its development prospect is widely concerned. However, at the same time, this new retail model also has some problems.

This paper aims to systematically analyze the development status of unmanned retail, analyze the existing problems in its development process and put forward strategic Suggestions. Firstly, the research status of unmanned retail is summarized to clarify the research focus. Secondly, it analyzes the development process, scale, status quo and characteristics of the three main formats of unmanned retail, systematically introduces the core technologies of unmanned retail development, and analyzes the operation modes of the main representative enterprises. Then, according to the existing research, summarize the existing problems in the development process of unmanned retail, and analyze its causes. Taking suning Biu as an example, the investigation was carried out to explore the current situation and problems of the development of suning Biu unmanned retail and its solutions. Finally, the development trend and strategic Suggestions of the unmanned retail store were put forward comprehensively.

The research results show that unmanned retail is still in the early stage of development, and in the process of development, it has encountered many problems, such as technology, cost, consumer integrity system loopholes. Many enterprises are still in a state of trial and error and continuous iteration. But as far as its development prospect is concerned, the general trend is getting better and better. Unmanned retail, as a new retail form, cooperates with traditional retail and e-commerce. Make full use of the Internet and artificial intelligence, create a comprehensive and systematic shopping scene, realize the perfect integration of online and offline, and give play to the advantages of unmanned retail era, so as to boost its long-term development.

Keywords: Unattended retailing; Su Ning Biu;countermeasure

目 录

摘 要 I

Abstract II

第一章 绪 论 1

1.1研究背景 1

1.2研究目的及意义 1

1.3研究内容及方法 2

1.3.1研究方法 2

1.3.2研究内容 2

1.4论文主要框架 2

第二章 文献综述 4

2.1无人零售概念的界定 4

2.2无人零售研究现状 4

2.3小结 5

第三章 无人零售的发展概述 6

3.1无人零售发展现状 6

3.1.1无人零售企业发展概况 6

3.1.2无人零售的三种主要形态 6

3.2无人零售的特征 7

3.2.1成本低 7

3.2.2技术手段升级 7

3.2.3重视用户体验 8

3.2.4多场景应用 9

3.3无人零售技术基础 9

第四章 无人零售发展过程的问题及成因分析 10

4.1无人零售发展的问题 10

4.1.1技术层面 10

4.1.2消费者角度 10

4.1.3法律角度 11

4.2成因分析 11

4.2.1发展过于迅速而政策更新落后 11

4.2.2零售业本质在用户体验而非技术升级 11

4.2.3 企业竞争激烈导致无人零售畸形发展 12

4.2.4 消费者诚信体系有待完善 12

第五章 案例分析 13

5.1苏宁体育Biu的发展概况 13

5.2问卷分析 13

5.2.1 调查对象、形式及内容 13

5.2.2消费者年龄、性别、月收入、职业等基本特征 14

5.2.3无人零售领域以及苏宁体育Biu的知名度和普及度 14

5.2.4在苏宁体育Biu的消费概况 15

5.2.5在苏宁体育Biu消费时遇到的问题 16

5.2.6苏宁体育Biu用户满意度与建议 18

5.3调查结论 19

第六章 无人零售未来发展趋势及建议 21

6.1无人零售未来发展趋势 21

6.1.1中国零售业发展前景看好 21

6.1.2无人零售发展几大趋势 21

6.2无人零售未来发展的建议 22

6.2.1完善技术控制成本 22

6.2.2明确市场定位实现精准营销 22

6.2.3提供人性化购物体验 22

6.2.4建设消费者诚信体系 23

6.2.5完善退换货流程 23

第七章 结论 24

致 谢 25

参考文献 26

第一章 绪 论

1.1研究背景

无人零售的形态自2017年下半年以来就颇受投资者和消费者的青睐。无人值守以及基于大数据的物品售卖是此类零售模式的两大特征。据艾瑞咨询的调查报告，2017年无人零售市场交易规模达到200亿元，预计在2020将突破650亿，三年来的复合增长率在50%左右。各电商巨头也纷纷涉足无人零售这一领域，亚马逊在西雅图推出的名为“AmazonGo”无人便利店后无人零售的大军涌现。纵观无人便利店的诸多投资商，基本可以将它们分为三大主体：一是以阿里巴巴、京东等为代表的互联网巨头，利用线下实体门店中实施无人化的运营；二是以缤果盒子、F5等未来商店等为带头人的创业企业，多数选择在社区中投放；三是以苏宁、娃哈哈等为代表的传统零售企业，利用升级线下资源进入无人便利店市场。无人零售这一新兴势力的突然崛起也迎来了诸多挑战。如终端技术不够完善，售后服务不到位，商品种类稀缺以及消费者诚信缺失等问题的存在使得无人零售的发展前景还有待商榷。

剩余内容已隐藏，请支付后下载全文，论文总字数：24675字