Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions
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...
Paper Details
Title
Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions
Published Date
Jan 1, 2016
Journal
Volume
59
Issue
1
Pages
95 - 104
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Notes
History