Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions

Carol L. Esmark and Stephanie M. Noble

Business Horizons, 2016, vol. 59, issue 1, 95-104

Abstract: This article builds on years of work studying territoriality and conflict issues between customers and employees in retail and service settings. The key contribution of this research is to illustrate the bad behaviors and conflicts that take place in retail spaces between customers, between customers and employees, and between employees. Using multi-methods of data collection—critical incident technique, interviews, mystery shoppers, and surveys—the authors outline these bad behaviors and conflicts for managers and offer nine solutions to help retailers handle these behaviors and conflict in retail spaces.

Keywords: Conflict; Territoriality; Retailing; Dysfunctional customer; Deviant employee; Personal space; Customer experience (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:bushor:v:59:y:2016:i:1:p:95-104

DOI: 10.1016/j.bushor.2015.09.004

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