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Citation

Broadbridge A (2002) Rationalising Retail Employment: A view from the outside looking in. International Journal of Retail and Distribution Management, 30 (11), pp. 536-543. https://doi.org/10.1108/09590550210449395

Abstract
Adoption of a cost cutting or quantitative approach to labour scheduling in companies espousing an enhanced customer service is examined. Using empirical evidence from the labour scheduling process at one supermarket chain, the paper demonstrates that the longer-term negative effects of adopting a purely quantitative approach to labour scheduling and the resultant staff shortages can lead to decreased employee well-being, increased absenteeism and staff turnover levels. In turn, this not only pushes up costs of employment, but results in reduced customer service levels. Concludes that for many retailers a tension exists between espoused company thinking and organisational reality. For retailers with a commitment to a total customer service strategy such a quantitative approach to staffing issues is ineffective in the longer term.

Keywords
Customer service; Employment; Labour costs; Retailing

Journal
International Journal of Retail and Distribution Management: Volume 30, Issue 11