Internet of Things for the shopping experience in physical stores


customer experience
internet of things
customer journey

How to Cite

Jimenez-Prado, S. E., & Medina-Chicaiza, R. P. (2023). Internet of Things for the shopping experience in physical stores. Universidad Ciencia Y Tecnología, 27(120), 31-41.


This research aims to develop a methodological strategy based on the Internet of Things, which contributes to managing the shopping experience in physical shops. The research's theoretical bases were established by reviewing the literature and applying historical-logical, inductive-deductive, and analysis-synthesis methods. As a result of the study, a strategy consisting of seven phases is proposed: analysis, problem identification, planning, IoT solution, budget, implementation, and evaluation. In addition, it is determined that the Internet of Things allows companies to better understand their customers by collecting data related to their purchasing behavior and designing superior experiences that contribute to the differentiation of the point of sale.


J. Kaur, N. Santhoshkumar, M. Nomani, D. Sharma, J. Maroor and V. Dhiman, «Impact of Internets of Things (IoT) in the retail sector,» Materials Today, pp. 1-5, 2021.

K. Lemon and P. Verhoef, «Understanding Customer Experience Throughout the Customer Journey,» Journal of Marketing, pp. 69-96, 2016.

A. Fagerstrøm, N. Eriksson and V. Sigurðsson, «What’s the “Thing” in the Internet of Things in Grocery Shopping? A Customer Approach,» Procedia Computer Science, vol. 121, pp. 384-388, 2017.

K. K. Patel and S. M. Patel, «Internet of Things-IOT: Definition, Characteristics, Architecture, Enabling Technologies, Application & Future Challenges,» International Journal of Engineering Science and Computing, vol. 6, nº 5, 2016.

M. Balaji y S. Kumar, «Value co-creation with Internet of things technology in the retail industry,» Journal of Marketing Management, pp. 7-31, 2017.

W. Hoyer, M. Kroschke, B. Schmitt, K. Kraume y V. Shankar, «Transforming the Customer Experience through New Technologies,» Journal of Interactive Marketing, pp. 57-71, 2022.

D. Grewal y A. Roggeveen, «Understanding Retail Experiences and Customer Journey Management,» Journal of Retailing, pp. 3-8, 2020.

M. Umar, J. Ansari y M. Rafiq, «Automated Retail Store Based on RFID,» de 2013 International Conference on Communication Systems and Network Technologies, 2013.

R. Satapathy, S. Prahlad y V. Kaulgud, «Smart Shelfie - Internet of Shelves: For Higher On-Shelf Availability,» de 2015 IEEE Region 10 Symposium, 2015.

A. Sutagundar, M. Ettinamani y A. Attar, «IoT Based Smart Shopping Mall,» de 2018 Second International Conference on Green Computing and Internet of Things (ICGCIoT), 2018.

A. Kumar, S. Srivastava y U. Gupta, «Internet of Things (IoT) Based Smart Shopping Centre Using RFID,» de 2019 International Conference on Signal Processing and Communication (ICSC), 2019.

R. Muddinagiri, S. Ambavane, V. Jadhav y S. Tamboli, «Implementation of Proximity Marketing Leveraging Bluetooth Low Energy,» de 2020 International Conference on Electronics and Sustainable Communication Systems (ICESC), 2020.

S. Stead, G. Odekerken y D. Mahr, «Unraveling customer experiences in a new servicescape: an ethnographic schema elicitation technique (ESET),» Journal of Service Management, pp. 612-641, 2020.

J. Trischler y A. Zehrer, «Service design: Suggesting a qualitative multistep approach for analyzing and examining theme park experiences,» Journal of Vacation Marketing, pp. 57-71, 2012.

A. Følstad y K. Kvale, «Applying Transactional NPS for Customer Journey Insight: Case Experiences and Lessons Learned,» Services Marketing Quarterly, pp. 208-224, 2018.

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.


Download data is not yet available.