An Overview of Industry Practice and Empirical Research in Retail Workforce Management

Saravanan Kesavan () and Vidya Mani ()
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Saravanan Kesavan: Kenan-Flagler Business School, University of North Carolina at Chapel Hill
Vidya Mani: Penn State Smeal College of Business

Chapter Chapter 6 in Retail Supply Chain Management, 2015, pp 113-145 from Springer

Abstract: Abstract Retail store associates are frontline employees of retail organizations and are responsible for delivering superior in-store experience to its customers. Store associates provide customer service through direct interaction with customers as well as through indirect means such as maintaining a clean store and ensuring that the shelves are fully stocked. While labor is critical to drive store sales, it needs to be planned for carefully as it is one of the largest expenses for retailers. Therefore, retailers deploy workforce management solutions to balance their need for labor to drive sales against their need to control store expenses to improve profitability. In this chapter, we provide an overview of workforce management in the retail industry and survey the empirical research on this topic.

Keywords: Labor planning; Store traffic; Labor expense; Flexibility; Part-time workers; Seasonal workers; Conversion rate; Basket value (search for similar items in EconPapers)
Date: 2015
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DOI: 10.1007/978-1-4899-7562-1_6

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