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Article
Publication date: 15 February 2021

Aaron D. Arndt, Juliet F. Poujol and Béatrice Siadou-Martin

The customer retail experience is frequently interrupted by disturbances such as ringing phones and other people. Employees must be able to respond to retail disturbances…

Abstract

Purpose

The customer retail experience is frequently interrupted by disturbances such as ringing phones and other people. Employees must be able to respond to retail disturbances effectively to ensure that customers have a satisfactory experience in the retailer. Using Affective Events Theory as a framework, the purpose of this paper is to develop and test a model for understanding how retail disturbances affect customers outcomes and how retail employee response mitigates the negative impact of retail disturbances.

Design/methodology/approach

The model was tested using a pre-study of retail managers and consumers, a survey study and four experimental studies.

Findings

Retail disturbances reduce interactional justice and customer positive emotions. Customers pay attention to how employees address retail disturbances, even when they are not directly involved.

Research limitations/implications

The research experiments focus on sound-based disturbances. Other stimuli (e.g. olfactory or visual) should be examined in more detail.

Practical implications

Employees can mitigate the negative effects of retail disturbances on customers with a positive response to the disturbance and to customers. Employee responses influence customers currently receiving service and nearby shoppers.

Social implications

The findings demonstrate the deleterious effect of solicitation calls on small retailers and provide recommendations for reducing solicitation calls.

Originality/value

This research shows that retail disturbances reduce customer outcomes, employee response becomes part of the disturbance event, and that it is possible for employees to address a group of nearby customers indirectly through unintentional observation.

Details

European Journal of Marketing, vol. 55 no. 6
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 13 July 2012

Te‐Lin Chung, Brian Rutherford and Jungkun Park

This study aims to examine the multi‐faceted job satisfaction of retail employees. In addition, it seeks to investigate the moderating effect of gender on the relations…

5906

Abstract

Purpose

This study aims to examine the multi‐faceted job satisfaction of retail employees. In addition, it seeks to investigate the moderating effect of gender on the relations between proposed antecedents and multifaceted job satisfaction. The seven facets of job satisfaction include satisfaction with supervision, overall job satisfaction, company policy and support, promotion, pay, co‐workers, and customers.

Design/methodology/approach

Data for this study constitute a subset of a larger study examining salespeople from both business‐to‐business (B‐T‐B) and retail sales contexts in the USA. A total of 352 usable responses from retail employees were retained. Hypothesized relationships were tested by multiple regression analyses, Chow equality tests, and hierarchical regression analyses.

Findings

The study suggests that perceived organizational support, role ambiguity, and emotional exhaustion are the most influential factors for most facets of retail employees' job satisfaction. Role conflict and work‐family conflict only predict satisfaction with promotion, and family‐work conflict does not predict any facets of job satisfaction. Gender differences only played a part in satisfaction with customers. All other variables, such as perceived organizational support, work‐family conflict, family‐work conflict, and emotional exhaustion affect male and female employees differently.

Practical implications

The study provides managerial implications, suggesting that there is no one perfect policy to satisfy retail employees in all aspects and retailers should be more careful in assigning tasks to employees.

Originality/value

The literature concerning multifaceted job satisfaction has contributed significantly to understanding sales personnel job satisfaction. However, as many of the job characteristics for B‐T‐B and retail are different, a separate examination of factors influencing retail employees' job satisfaction is necessary. This study extends the current literature examining the job satisfaction of retail employees by borrowing from retail literature concerning global job satisfaction and from sales management literature about multifaceted job satisfaction.

Article
Publication date: 1 November 2006

Ainsworth A. Bailey

One area of concern for retailers is the impact of employee theft on retailing profit margins and operations. It is possible that the application of the theory of planned…

6764

Abstract

Purpose

One area of concern for retailers is the impact of employee theft on retailing profit margins and operations. It is possible that the application of the theory of planned behavior (TPB) to the employee theft could shine some light on the problem and possibly offer some assistance to retailers. The purpose of this paper is to apply TPB to this phenomenon.

Design/methodology/approach

A model and series of propositions are developed. The propositions are open to empirical verification and can form the basis for a research stream on retail employee theft.

Findings

The model incorporates certain individual difference factors that are likely to influence intentions to engage in retail theft. The model proposes that variables such as organizational commitment and an employee's moral norm are likely to have an impact on retail theft.

Research limitations/implications

The propositions stemming from the model have to be tested empirically. The model incorporates certain individual difference factors that are likely to influence intentions to engage in retail theft. There are additional individual and external factors that will have direct and indirect on the variables in the proposed model.

Practical implications

Before efforts can be undertaken to stem employee theft, retail managers need to understand the phenomenon. The application of the TPB to this phenomenon is a step in that direction. It can provide insights to retail management on the nature of employee theft and who is likely to engage in it. In addition, information can be obtained for use in human resources efforts such as pre‐employment screening.

Originality/value

Prior work on retail employee theft has not applied the TPB in an effort to understand the phenomenon. This is an initial effort to do so.

Details

International Journal of Retail & Distribution Management, vol. 34 no. 11
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 18 October 2021

Jin Ho Jung, Jaewon Yoo and Yeonsung Jung

The aim of this paper is to test how leader–member exchange (LMX) interacts with procedural justice climate to influence three types of employee motivation (i.e…

Abstract

Purpose

The aim of this paper is to test how leader–member exchange (LMX) interacts with procedural justice climate to influence three types of employee motivation (i.e. achievement striving motivation, status striving motivation and communion striving motivation). Furthermore, this study empirically examines the indirect effects of LMX on customer loyalty through employee motivation and service orientation.

Design/methodology/approach

This study used a matched sample of 188 retail service employees and 376 customers from a large shopping mall in South Korea to test the empirical model. Structural equation modeling (SEM) and bootstrapping method were employed to test a series of proposed hypotheses.

Findings

The results show that LMX significantly enhances customer loyalty through two motivational dimensions and service orientation. In particular, this study shows that achievement and status striving motivation are directly related to service orientation, but communion striving motivation does not affect customer-focused service attitude. In addition, procedural justice climate serves as a critical moderator and synergistically interacts with LMX to influence achievement and status striving motivation.

Research limitations/implications

This study offers new insight regarding how managers' roles in both individual (leader–member exchange) and organizational (procedural justice climate) level affect different forms of retail service employee motivation and service orientation, which in turn, result in customer loyalty.

Practical implications

The results suggest that when retail service employees perceive procedural fairness at retail stores, they are more motivated to work hard to complete their assignments and achieve their sales goals in conjunction with leader support. Therefore, managers must provide a clear guideline and procedure regarding salary raises and performance evaluations or engage in thorough discourse on such matters with employees prior to announcements of such decisions. Moreover, as retail service employees interact with customers in the frontline, and how they serve customers plays a key role in creating customer loyalty. Managers should encourage retail service employees to engage in service-oriented behaviors.

Originality/value

The results suggest that LMX facilitates more formal task-related motivation to achieve either tasks or status while it is less related to relationship-building motivation, which is a unique contribution of this study. The results offer better understating of how LMX differentially leads to specific types of employee motivation in the existing literature.

Details

Journal of Service Theory and Practice, vol. 32 no. 2
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 4 February 2021

Jungkun Park, Jiseon Ahn, Hyowon Hyun and Brian N. Rutherford

In this study, the authors examine the impacts of two facets of retail employees' cognitive support and affective commitment on emotional labor-related outcomes.

Abstract

Purpose

In this study, the authors examine the impacts of two facets of retail employees' cognitive support and affective commitment on emotional labor-related outcomes.

Design/methodology/approach

To test the study hypotheses, 521 retail service employees participated in the survey. By using the structural equation modeling, the results show that employees' perceived organizational support directly and positively employees' affective organizational commitment and emotional exhaustion.

Findings

By using the structural equation modeling, the results show that employees' perceived organizational support directly and positively influence employees' affective organizational commitment and emotional exhaustion. The extent of employees' affective organizational commitment directly and negatively influences emotional labor and exhaustion. Furthermore, employees' emotional exhaustion exerts an influence on retail employees' propensity to leave.

Research limitations/implications

Drawing on social exchange and conservation of resources theories, this study contributes to emotional labor research and practices by examining factors that potentially influences employees' propensity to leave. For future studies, researchers can expand the proposed framework of the current study to other retailing settings.

Practical implications

Findings of the study suggest that retail organizations need to manage employees' support and commitment concerning to understand emotional labor.

Originality/value

The current study found that employees' affective commitment influences key emotional labor constructs including emotional labor and emotional exhaustion. Employees who have a high level of identification, involvement and emotional attachment toward the organization, they are less likely to feel of overload and inefficiency. Given the importance of emotional labor in the retailing setting, the proposed model and findings of this study contribute the existing knowledge of retail employees' behavior.

Details

International Journal of Retail & Distribution Management, vol. 49 no. 6
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 13 November 2018

Pallavi Pandey, Saumya Singh and Pramod Pathak

Research investigating turnover intention among frontline employees in the Indian retail industry is scarce. The purpose of this paper is to explore factors affecting…

Abstract

Purpose

Research investigating turnover intention among frontline employees in the Indian retail industry is scarce. The purpose of this paper is to explore factors affecting withdrawal cognitions among front-end retail employees in India.

Design/methodology/approach

Semi-structured interviews were conducted to explore the factors responsible for developing turnover intentions among the front-end employees. Data were analyzed using the ground theory approach.

Findings

Qualitative investigation revealed nine factors (abusive supervision, favoritism, perceived job image, insufficient pay, work exhaustion, perceived unethical climate, organization culture shock, staff shortage and job dissatisfaction) are responsible for developing turnover intention among front-end employees in the Indian retail industry.

Originality/value

The study uncovers antecedents of turnover intention among front-end employees in the relatively neglected Indian retail sector through a qualitative technique. Theoretical contributions, managerial implications, limitations and direction for future research are discussed.

Details

International Journal of Retail & Distribution Management, vol. 46 no. 11/12
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 18 May 2021

Pilar Gardiazabal and Constanza Bianchi

This paper aims to analyze the well-being consequences of value co-creation activities at an ecosystem level, focusing specifically on the micro and meso levels. This…

Abstract

Purpose

This paper aims to analyze the well-being consequences of value co-creation activities at an ecosystem level, focusing specifically on the micro and meso levels. This study is performed in a retail ecosystem, a highly relevant context where individuals spend a considerable amount of time and resources, but where well-being is usually not deemed as a relevant outcome.

Design/methodology/approach

The investigation analyzes qualitative data from micro and meso level actors of a retail ecosystem. At the micro-level, in-depth interviews performed with customers, employees and suppliers were assessed. The meso level analysis included most of the actors embedded in the retail ecosystem: employees’ headquarters, suppliers’ headquarters, nearby competitors, family, other retail outlets and external employees.

Findings

This study is one of the first in the transformative service research area to analyze well-being from a retail ecosystem perspective. Hence, this analysis broadens the literature on transformative service by considering supermarket retailing, an everyday service context that is not assumed to generate well-being outcomes. Results reveal that actors who spend more time or have fewer options available for them in the retail ecosystem see their well-being deeply affected. It also extends the conceptualization of value co-creation to a retail ecosystem, a specific ecosystem, which differs from previous studies that focus mostly on health-care ecosystems.

Research limitations/implications

Although useful to understand new insights, a limitation of this investigation is that it is based upon a single qualitative study.

Practical implications

The study portrays how activities happening within a business context have consequences beyond traditional measures such as loyalty or turn-over. It proposes specific value co-creation actions to be performed by employees, suppliers and customers to promote positive well-being consequences for the micro and meso level retail ecosystem.

Social implications

Retail ecosystems are usually not deemed as relevant when trying to understand societal well-being outcomes. This study empirically depicts that all services, even the ones without transformative goals, need to be aware of the impact they have on societal well-being.

Originality/value

This paper provides a novel conceptualization of well-being effects in a retail ecosystem. Specifically, this is the first study in the transformative service research literature to identify the micro and meso level well-being consequences of value co-creation activities within a retail ecosystem.

Article
Publication date: 16 March 2012

Wantao Yu and Ramakrishnan Ramanathan

The purpose of this paper is to investigate the relationships between employee competencies, information technology (IT) applications, operations strategy, and business

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Abstract

Purpose

The purpose of this paper is to investigate the relationships between employee competencies, information technology (IT) applications, operations strategy, and business performance.

Design/methodology/approach

Drawing upon the resource‐based theory, this study employs a path analytic framework to investigate how employee competencies and IT applications influence the development of competitive operations strategies and business performance for a sample of retail firms in China.

Findings

The findings indicate significant and positive relationships between employee competencies and operations strategy (e.g. low cost, quality and flexibility). IT applications also play a vital role in helping retailers pursue a flexibility strategy. The operations strategies of low cost and flexibility in turn influence business performance.

Originality/value

This study seems to be the first in investigating the impacts of employee competencies and IT applications on operations strategy and performance in the service sector, especially in the Chinese context.

Article
Publication date: 9 May 2016

Arto Lindblom, Sami Kajalo and Lasse Mitronen

In today’s retail environment, retailers’ leadership skills can make the difference between the success and failure of their retail stores. Despite the acknowledgment that…

1475

Abstract

Purpose

In today’s retail environment, retailers’ leadership skills can make the difference between the success and failure of their retail stores. Despite the acknowledgment that retailers’ leadership skills and behaviour are important, treatment of the topic within the retail marketing and management literatures is still very limited. Against this backdrop, this paper aims to focus on the relationship between the retailers’ charismatic leadership and frontline employee outcomes.

Design/methodology/approach

For the purpose of this study, the authors develop hypotheses about the influence of the retailers’ charismatic leadership on frontline employee job satisfaction, self-efficacy, organizational identification and turnover intentions. Using structural equation modelling, hypotheses are tested using a sample of 208 frontline employees from the Finnish retail industry.

Findings

As a first main contribution, the findings of this study indicate that charismatic leadership has a very strong positive impact on job satisfaction. As a second contribution, this study shows that there is strong positive link between charismatic leadership and the self-efficacy of frontline employees. As a third contribution, this study indicates that charismatic leadership is positively related to organizational identification. And finally, this study indicates that charismatic leadership has a very strong negative impact on employee turnover intentions.

Originality/value

This study contributes to retail management and services marketing literature by broadening the current understanding of the leadership behaviour of retailers and its effectiveness and demonstrating how frontline employees respond to charismatic leadership in the retail setting.

Details

Journal of Services Marketing, vol. 30 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 18 March 2022

Glenn McCartney, Charlene Lai Chi In and José Soares de Albergaria Ferreira Pinto

This study aims to examine effects of the COVID-19-induced lockdown on turnover intentions (TI) for the hospitality retail sector.

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Abstract

Purpose

This study aims to examine effects of the COVID-19-induced lockdown on turnover intentions (TI) for the hospitality retail sector.

Design/methodology/approach

This study reviews employee TI literature before and during the COVID-19 pandemic. The data for the present study were derived from a sample of 301 hospitality retail workers employed within the integrated resorts on The Cotai Strip, Macao. Data were analysed using structural equation modelling.

Findings

This study showed a significant positive relationship between job satisfaction (JS) and the two variables of workload and pay (WP) and company support (CS). Co-worker relationship did not influence JS. Furthermore, JS had a significant negative effect on employee TI. WP had the greatest influence on whether to leave the sector or not.

Practical implications

The suggested framework can assist hospitality retail management in developing an employee-retention strategy as the sector recovers from pandemic restrictions.

Originality/value

To the best of the authors’ knowledge, this is one of the first studies to develop a TI framework for the hospitality retail sector during the pandemic.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

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