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

Published on Jan 1, 2016in Business Horizons
· DOI :10.1016/J.BUSHOR.2015.09.004
Carol L. Esmark9
Estimated H-index: 9
(MSU: Mississippi State University),
Stephanie M. Noble22
Estimated H-index: 22
(UT: University of Tennessee)
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.
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