Managing closing time to enhance manager, employee, and customer satisfaction

Published on Mar 1, 2015in Business Horizons
· DOI :10.1016/J.BUSHOR.2014.11.004
Stephanie M. Noble22
Estimated H-index: 22
(UT: University of Tennessee),
Carol L. Esmark9
Estimated H-index: 9
(MSU: Mississippi State University),
Christy Ashley9
Estimated H-index: 9
(ECU: East Carolina University)
Closing time for a retailer or service provider represents a time when a store is in transition from an open domain to a closed domain. During this time, employees’ tasks change from primarily serving customers to managing their closing time activities while concurrently serving customers. As such, shoppers are impacted by employee actions and closing time duties, often in a negative way. We found through our research that customers act with retaliatory, territorial behaviors, and employees report stress and annoyance over closing time practices, yet managers consistently say no problems exist with their closing time practices. In this article, we outline three key problems retailers face in their closing time practices and offer guidance on how to overcome these obstacles.
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