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Analysis of institutional authors

Quinones MCorresponding AuthorDiaz-Martin AmAuthorGómez-Suárez MAuthor

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Article

Retail technologies that enhance the customer experience: a practitioner-centred approach

Publicated to:Humanities & Social Sciences Communications. 10 (1): e564 - 2023-12-01 10(1), DOI: 10.1057/s41599-023-02023-z

Authors: Quinones, Myriam; Diaz-Martin, Ana M; Gomez-Suarez, Monica

Affiliations

Univ Autonoma Madrid, Madrid, Spain - Author
Universidad Autónoma de Madrid - Author

Abstract

Technology has helped consumers embrace new ways of shopping. This article aims to explore how retailers capitalise on technology to create a differentiated customer experience (CX). The study provides a list of 15 shopper-facing technologies that retailers assess when aiming to improve CX and develops a framework to classify them. To do so, an exploratory study is conducted based on a qualitative enquiry and a survey of 201 retail experts. Data are analysed using content, descriptive, and correspondence analyses. The results spell out three groups of technological solutions that retailers should consider when aiming to create an enhanced CX: (1) technologies that contribute to improving experiential aspects of the shopping experience, (2) technologies that reduce friction throughout the customer journey and (2) technologies that enhance transparency and brand trust. The findings of this study offer key insights to retail companies who face the challenge of investing in technological advancements that deliver superior value to customers while supporting their firm’s long-term economic goals.

Keywords

adoptionchallengesFramework

Quality index

Bibliometric impact. Analysis of the contribution and dissemination channel

The work has been published in the journal Humanities & Social Sciences Communications due to its progression and the good impact it has achieved in recent years, according to the agency WoS (JCR), it has become a reference in its field. In the year of publication of the work, 2023, it was in position 13/267, thus managing to position itself as a Q1 (Primer Cuartil), in the category Social Sciences, Interdisciplinary. Notably, the journal is positioned above the 90th percentile.

From a relative perspective, and based on the normalized impact indicator calculated from the Field Citation Ratio (FCR) of the Dimensions source, it yields a value of: 4.58, which indicates that, compared to works in the same discipline and in the same year of publication, it ranks as a work cited above average. (source consulted: Dimensions Jun 2025)

Specifically, and according to different indexing agencies, this work has accumulated citations as of 2025-06-29, the following number of citations:

  • WoS: 3
  • Scopus: 4

Impact and social visibility

From the perspective of influence or social adoption, and based on metrics associated with mentions and interactions provided by agencies specializing in calculating the so-called "Alternative or Social Metrics," we can highlight as of 2025-06-29:

  • The use, from an academic perspective evidenced by the Altmetric agency indicator referring to aggregations made by the personal bibliographic manager Mendeley, gives us a total of: 87.
  • The use of this contribution in bookmarks, code forks, additions to favorite lists for recurrent reading, as well as general views, indicates that someone is using the publication as a basis for their current work. This may be a notable indicator of future more formal and academic citations. This claim is supported by the result of the "Capture" indicator, which yields a total of: 86 (PlumX).

With a more dissemination-oriented intent and targeting more general audiences, we can observe other more global scores such as:

  • The Total Score from Altmetric: 0.25.
  • The number of mentions on the social network X (formerly Twitter): 1 (Altmetric).

It is essential to present evidence supporting full alignment with institutional principles and guidelines on Open Science and the Conservation and Dissemination of Intellectual Heritage. A clear example of this is:

  • The work has been submitted to a journal whose editorial policy allows open Open Access publication.
  • Assignment of a Handle/URN as an identifier within the deposit in the Institutional Repository: http://hdl.handle.net/10486/709622

Leadership analysis of institutional authors

There is a significant leadership presence as some of the institution’s authors appear as the first or last signer, detailed as follows: First Author (QUIÑONES GARCIA, MYRIAM) and Last Author (GOMEZ SUAREZ, MONICA).

the author responsible for correspondence tasks has been QUIÑONES GARCIA, MYRIAM.