Strategy and culture in British supermarkets are dealt with in a second article, this time from the viewpoint of the checkout. Attempts to create a customer care ethos include instilling a corporate philosophy. For checkout staff this means smiling and meaning it. The staff see it differently; compliance may mean just “putting on an act”. Their response is discussed within the broader context of internal resistance to change and market factors beyond company control.
MCB UP Ltd
Copyright © 1990, MCB UP Limited