This article construct on years of work studying conflict and territoriality problems between clients and workers in retail and service settings. The crucial contribution of the research will be to illustrate the awful behaviours and battles that take place in retail spaces between customers, between clients and employees, and between workers.
Using multi-methods of data collection-- surveys, interviews, mystery shoppers, and critical incident technique --the authors outline these poor behaviours and struggles for managers and offer nine options to assist retailers manage these behaviors and conflict in retail spaces.
PUBLICATION DATE: January 15, 2016 PRODUCT #: BH720-HCB-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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