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Cited by 35Human Resource and Talent ManagementEmployee Performance and ManagementEmployee Performance and Motivation

Revolutionizing retail: hr tactics for improved employee and customer engagement

Open access
Jennifer Osayawe Atu Afolabi, Funmilola Olatundun Olatoye, Emmanuel Osamuyimen Eboigbe, Adekunle Abiodun Abdul, Henry Onyeka Daraojimba·2023·International Journal of Applied Research in Social Sciences
DOI 10.51594/ijarss.v5i10.635
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Abstract

This paper presents a critical examination of innovative Human Resources (HR) strategies in the retail sector, focusing on enhancing employee engagement and customer experience in a highly competitive market. The primary objective is to explore how advanced HR practices can be leveraged to improve both employee satisfaction and customer service quality, thereby contributing to the overall success of retail businesses. The methodology adopted for this study involves a comprehensive review of existing literature, coupled with case studies of successful retail companies that have implemented pioneering HR strategies. This approach allows for a detailed understanding of the relationship between employee engagement, customer experience, and HR practices in the retail context. Key findings suggest that employee engagement is directly linked to customer satisfaction and loyalty. HR strategies such as continuous training and development, recognition and reward systems, and fostering a positive workplace culture are instrumental in motivating employees. These strategies not only enhance employee morale and productivity but also significantly improve the quality of customer interactions and service. The paper concludes that in the dynamic and competitive landscape of the retail sector, innovative HR strategies are crucial for attracting and retaining top talent, which in turn drives better customer experiences. Retailers who invest in their employees and prioritize their engagement are more likely to achieve sustainable growth and a competitive edge in the market. The study underscores the need for retail businesses to continuously evolve their HR practices in response to changing market dynamics and employee expectations. Keywords: Human Resources (HR) Strategies, Retail Sector, Employee Engagement, Digital Transformation, Workforce Skills Development, HR Innovation, Talent Management, Organizational Adaptability

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  • Post acceptance of AI in HRM, the application processing system including screening, shortlisting, interview scheduling, and offer roll-out in retail has become efficient and effective.

    “Post acceptance of artificial intelligence (AI) in HRM, the application processing system, which includes screening, shortlisting, interview scheduling, and offer roll-out in the retail sector, has become efficient and effective [1].”

    From Mitigating Bias in Retail AI Hiring Tools: A Human-Centered H-A-I-R-E Governance Framework for Low-Wage Hires (2026) · cites this paper as [1]

    The section on Recruitment Patterns and Policy Adaptation in Retail HR discusses adapting recruitment policies, while the discussion of technological influences mentions streamlining HR transactions. Neither addresses AI-driven screening, shortlisting, interview scheduling, or offer roll-out, or establishes that this application process became more efficient and effective. Searches for those steps and for AI in HR recruitment found no supporting passage in our copy; page numbers were unavailable. (LLM, conf=0.73)

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3 of the 59 references couldn’t be matched to a known paper.

Research works printed but not linked: 6

  1. Kumar, A., Trivedi, A., Dole, V.S., Singh, K., & Yadav, A. (2023). Human resource management in the retail sector: challenges and trends. International Journal of Multidisciplinary: Applied Business and Education Research, 4(6), 2086-2093. DOI:10.11594/ijmaber.04.06. · DOI
  2. Manjula, S., Balaji, P., Deepa, N., &Vidhyavathi, A. (2021). Digital Transformation on Food Retail Industries-A Review. Asian Journal of Agricultural Extension, Economics & Sociology, 39(11), 88-101. DOI: 10.9734/ajaees/2021/v39i1130729/ · DOI
  3. Siegfried, P. (2021). The opportunities and threats of the Omnichannel in terms of the logistical challenges of the furniture industry. Available at SSRN 3979915. DOI: 10.17721/1728- 2667.2021/215-2/6. · DOI
  4. Suhasini, N., & Babu, T.N. (2013). Impact of employee engagement practices in IT industry. Asia Pacific Journal of Management & Entrepreneurship Research, 2(3), p.146.
  5. Sulaiman, G., Saima, U., Adil, A., Ain, N.U., & Muhammad, W.J.K. (2021). Role of HR in the development of long-and short-term training and its impact on organizational performance in retail sector. International Journal of Management (IJM) 12(6).
  6. Tshukudu, T. (n.d.). Private Sector Employee Engagement Strategies in Botswana: Case of Choppies Retail Store. DOI: 10.11648/j.ijebo.20210904. · DOI

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Authors
Afolabi, J. O. A., Olatoye, F. O., Eboigbe, E. O., Abdul, A. A., & Daraojimba, H. O.
Affiliations
  • Hult International Business School (US)
  • University of Manitoba (CA)
  • Achieving Health Nigeria Initiative (NG)
Venue
International Journal of Applied Research in Social Sciences
Publisher
Fair East Publishers
Published
2023-12-07
Volume
5
Issue
10
Pages
487-514
ISSN
  • 2706-9176 (ISSN-L)
  • 2706-9184
DOI
10.51594/ijarss.v5i10.635
OpenAlex
W4389439853
Cited by
31
References
59
Citations by year
2026: 3 · 2025: 7 · 2024: 21
FWCI
9.01
Type
journal article
Language
en
Open access
Licence
Locations
International Journal of Applied Research in Social Sciences (publishedVersion, cc-by-nc)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Human Resource and Talent Management
  • Social Sciences › Human Factors and Ergonomics › Employee Performance and Management
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Employee Performance and Motivation
Keywords
strategic human resource management, retail trade, employee engagement, customer experience, customer satisfaction, customer loyalty, employee training, rewards and recognition, organizational culture, talent management, employee retention, digital transformation, workforce skills development, employee motivation

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