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Article
Publication date: 4 October 2019

Balkrushna Potdar, Tony Garry, John Guthrie and Juergen Gnoth

The purpose of this paper is to explore how interactional justice within a retail context may influence employee organizational commitment and how this may evoke…

Abstract

Purpose

The purpose of this paper is to explore how interactional justice within a retail context may influence employee organizational commitment and how this may evoke guardianship behaviors that manifest in shoplifting prevention.

Design/methodology/approach

This research uses a phenomenological approach conducting semi-structured in-depth interviews with 26 shop-floor employees of two major national supermarket chains in New Zealand.

Findings

The findings suggest that interactional justice in the workplace is important in shaping organizational commitment amongst employees. Additionally, heightened organizational commitment may have a significant effect on employee propensity to engage in shoplifting prevention/guardianship behavior. A conceptual model is developed based on these findings.

Practical implications

Retail managers may promote and exercise interactional justice practices with employees to improve their organizational commitment and consequential shoplifting prevention/guardianship behaviors.

Originality/value

The contribution of this paper is threefold. First, and from a theoretical perspective, it offers both a conceptual foundation and empirical-based evaluation of interactional justice and its effect on organizational commitment and, specifically, on guardianship/shoplifting prevention behaviors. Second, and from a pragmatic perspective, the conceptual model derived from this research may assist retailers in developing interactional justice strategies that encourage organizational commitment of employees that consequently leads to employees’ guardianship/shoplifting prevention behaviors. Finally, it explores significance and role of employee perceptions of interactional justice, employee workplace attachment and organizational commitment within the context of retail crime prevention.

Details

International Journal of Retail & Distribution Management, vol. 48 no. 1
Type: Research Article
ISSN: 0959-0552

Keywords

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Article
Publication date: 4 March 2021

Balkrushna Potdar, Tony Garry, Juergen Gnoth and John Guthrie

This study aims to provide empirically generated insights into the drivers of guardianship behaviour among frontline service employees (FLEs) within retail settings.

Abstract

Purpose

This study aims to provide empirically generated insights into the drivers of guardianship behaviour among frontline service employees (FLEs) within retail settings.

Design/methodology/approach

The research framework comprises a quantitative survey of 507 frontline service employees at national supermarkets within New Zealand.

Findings

The findings of the survey suggest that service employee perceptions of internal corporate social responsibility (CSR) activities, their level of psychological ownership towards the supermarket and personal moral beliefs, shape their guardianship behaviours and, consequentially, the prevention of in-store deviant behaviours by customers such as shoplifting.

Originality/value

The contribution of this paper is twofold. First, it offers both a conceptual foundation and an empirical-based evaluation of the antecedents and role of guardianship behaviour among frontline service employees. Second, the conceptual model derived from this research may aid practitioners in developing strategies that engender guardianship behaviours in their employees within service contexts.

Details

Journal of Service Theory and Practice, vol. 31 no. 3
Type: Research Article
ISSN: 2055-6225

Keywords

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Article
Publication date: 23 October 2018

Balkrushna Potdar, John Guthrie, Juergen Gnoth and Tony Garry

Corporate social responsibility (CSR) is increasingly considered a central tenant of marketing strategy and a source of competitive advantage within the retail sector. As…

Abstract

Purpose

Corporate social responsibility (CSR) is increasingly considered a central tenant of marketing strategy and a source of competitive advantage within the retail sector. As such, it may affect a supermarket’s customer, employee, and other stakeholder attitudes and behaviours. This research explores how a supermarket’s involvement in CSR activities may influence employee engagement and how this may manifest itself in positive employee behaviours. Specifically, the purpose of this paper is to empirically examine the role of CSR and its impact on employee engagement and consequently, employee propensity to exhibit intervention behaviours to prevent in-store retail crime.

Design/methodology/approach

This research uses a phenomenological approach through semi-structured in-depth interviews with shop-floor employees of a national supermarket chain.

Findings

Findings suggest that external and internal CSR practices of supermarkets are important in shaping organisational engagement behaviours among employees. Additionally, heightened employee engagement may have a significant impact on employee propensity to engage in shoplifting prevention behaviours. A conceptual model is developed based on these findings.

Practical implications

Retail managers should fully communicate CSR practices to employees to increase employee engagement and consequential shoplifting intervention prevention behaviours.

Originality/value

The contribution of this paper is twofold. First and from a theoretical perspective, it offers both a conceptual foundation and empirical-based evaluation of CSR and its impact on employee engagement and specifically, shoplifting prevention behaviours. Second and from a pragmatic perspective, the conceptual model derived from this research may aid retailers in developing and communicating CSR strategies that engage employees and consequently lead to shoplifting prevention behaviours.

Details

International Journal of Retail & Distribution Management, vol. 46 no. 9
Type: Research Article
ISSN: 0959-0552

Keywords

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Article
Publication date: 15 December 2017

Balkrushna Potdar, John Guthrie and Juergen Gnoth

The cost to supermarkets from shoplifting is a growing problem. Despite huge investments in formal security measures, supermarkets experience shrinkage and face heavy…

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1826

Abstract

Purpose

The cost to supermarkets from shoplifting is a growing problem. Despite huge investments in formal security measures, supermarkets experience shrinkage and face heavy financial losses. Hence, this paper explores an alternative approach to shoplifting prevention. The purpose of this paper is to propose that quality relationships between a supermarket and its customers could be a viable strategy for shoplifting prevention. A conceptual model is presented at the end of this paper for encouraging shoplifting prevention using a theory of planned behaviour perspective.

Design/methodology/approach

A systematic search of literature on relationship quality was conducted. Research papers were shortlisted from peer-reviewed journals published between 2007 and 2016. For the convenience of readers, studies on relationship quality are presented in six cross-checked information categories in a table.

Findings

This study produced two results. First, it finds three antecedents of supermarket-customer relationship quality. These are as follows: a supermarket’s participation in corporate social responsibility and cause-related marketing initiatives, a supermarket’s service quality, and a customer’s attachment to a supermarket’s place/location. Second, there are three major effective dimensions of relationship quality. These are as follows: satisfaction, trust, and commitment. The proposed model incorporates factors from both findings, to measure a supermarket-customer relationship quality that may influence intention of customers to engage in shoplifting preventive behaviour.

Originality/value

This research paper has reviewed the existing literature to utilise it in the context of shoplifting prevention, and developed a novel model/framework for effective shoplifting prevention with a theory of planned behaviour perspective.

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Article
Publication date: 4 June 2009

Juergen Gnoth, Luisa Andreu and Metin Kozak

The purpose of this editorial is to introduce the reader to six articles related to consumer behavior in tourism destinations.

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4588

Abstract

Purpose

The purpose of this editorial is to introduce the reader to six articles related to consumer behavior in tourism destinations.

Design/methodology/approach

The paper introduces the papers in this special issue.

Findings

Tourists are part of the tourism production process. They engage with supply networks and interact with destinations.

Originality/value

The paper provides an introduction to six contributions that are particularly relevant for understanding and managing the content of the interaction between the network nodes, in particular business‐to‐consumer relationships.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 3 no. 2
Type: Research Article
ISSN: 1750-6182

Keywords

Content available
Article
Publication date: 30 September 2014

Antónia Correia, Metin Kozak, Juergen Gnoth, Alan Fyall and Luisa Andreu

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176

Abstract

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 8 no. 4
Type: Research Article
ISSN: 1750-6182

Content available
Article
Publication date: 2 June 2014

Juergen Gnoth and Xavier Matteucci

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487

Abstract

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 8 no. 2
Type: Research Article
ISSN: 1750-6182

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Book part
Publication date: 22 June 2015

Abstract

Details

Marketing Places and Spaces
Type: Book
ISBN: 978-1-78441-940-0

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Book part
Publication date: 22 June 2015

Juergen Gnoth

Gnoth and Mateucci (2014) develop a phenomenological point of view and explain how tourists’ consciousness of their own activity determines how they experience a…

Abstract

Gnoth and Mateucci (2014) develop a phenomenological point of view and explain how tourists’ consciousness of their own activity determines how they experience a destination. This model is applied here to see how golf tourists might experience their destination and turn it into a meaningful place. This chapter exemplifies how destinations may develop their own uniqueness as a competitive advantage by understanding how tourists create meanings of a destination (here a golf resort). They argue that it is the tourist’s individual propensity to react to a destination that shapes not only motivations, but also perception and evaluation of the experience.

Details

Marketing Places and Spaces
Type: Book
ISBN: 978-1-78441-940-0

Keywords

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Article
Publication date: 25 February 2014

Juergen Gnoth and Xavier Matteucci

This paper aims to discuss a framework in which the behavioural tourism and leisure literature is organised. It seeks to demonstrate the practical use of Gnoth's Tourism…

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2088

Abstract

Purpose

This paper aims to discuss a framework in which the behavioural tourism and leisure literature is organised. It seeks to demonstrate the practical use of Gnoth's Tourism Experience Model (TEM), and provide future directions in holiday tourism research.

Design/methodology/approach

The paper takes a phenomenological approach to tourists' experiencing as a critical and productive tool for tourism development. The literature reviewed is structured through the four modes of experiencing outlined in the TEM: experience as pure pleasure, as re-discovery, as existentially authentic exploration, and as knowledge seeking.

Findings

The TEM provides a model for all potential experiencing, that is, it models the boundaries of what experiencing could be throughout the tourist journey. The discussion of the literature also shows that, in many occasions, different experiential stages, states and modes of feeling await far more detailed research.

Originality/value

The paper highlights not a particular mode or phase within an experience but better captures the latency of experiencing. The paper argues that the model helps to better distinguish the processes of experiencing and challenges research to identify phases and developments, strategies and heuristics that take the tourist's potential “travel career” or self-developmental trajectories into consideration.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 8 no. 1
Type: Research Article
ISSN: 1750-6182

Keywords

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