The Influence of Emerging Technologies on Risk Management Processes in The UK Retail Industry: A Study of Amazon UK

This study uses the Digital Age Integrated Technology Framework (DAITF) to resolve the paradox that although retail organisations invest heavily in digital risk infrastructure, technology adoption does not lead to benefits in resilience. The study uses a sequential explanatory mixed-methods design and collected data from six senior managers with a mean tenure of 9.8 years and questionnaires from 150 Amazon UK employees with a 64.3% response rate. According to the structural equation modeling, OR was the strongest predictor of adoption, with a beta weight of 0.923, p < .001, f² = 5.76, a large effect size, stronger than external factors (β = 0.907) and investment in DITF (β = 0.724). Most importantly, OR was the DAITF’s main pathway, as it mediated the relationship between external factors – adoption with 33.5% (indirect β = 0.457, 95% BC CI [0.357, 0.561]). The model had excellent explanatory capability with an R² of 0.931. The main cause of deterioration was automation bias, as confirmed with the qualitative analysis with κ = 0.82. All managers saw the main concern with AI as the over-reliance on AI, with one manager saying, “the danger is not that the system is wrong, the danger is that people stop checking.” Purposeful delays in the deployment of the AI systems, ranging from six to nine months, were recognized as an investment with value, and regulatory compliance was recognized as a strategic benefit. This challenges the Technology-Organization-Environment model, showing that external factors affect effectiveness through resilience capabilities.