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Social and Behavioral Sciences Commons™
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Full-Text Articles in Social and Behavioral Sciences
Ensuring Quality Consumer Service Encounters, Katina Robertson
Ensuring Quality Consumer Service Encounters, Katina Robertson
Walden Dissertations and Doctoral Studies
Counterproductive employee behaviors are inevitable, unpredictable, and widespread in the U.S. retail industry. The purpose of this multiple case study was to explore U.S. midlevel retail leadership strategies used to prevent and correct employee behaviors that sabotage quality service encounters. Gilbert's behavior engineering model, which links employee behaviors to performance, was the framework used in this study. The data-collection process comprised 7 semistructured interviews with midlevel retail leaders, online company documentation, and researcher observations and assisted in achieving methodological triangulation. Member checking ensured the accuracy of participant responses, while Moustakas' modified van Kaam method was used to guide the data …
Strategies Retailers Use To Build Brand Loyalty And Improve Customer Experience, Mekus Samuel
Strategies Retailers Use To Build Brand Loyalty And Improve Customer Experience, Mekus Samuel
Walden Dissertations and Doctoral Studies
The use of strategy to build brand loyalty and improve customer experience by retail managers is essential in driving sales revenue and increasing profitability. Retail managers should perceive customer experience strategy as a tool for product differentiation, which could be leveraged to attain benefits, such as, repeat business, positive word of mouth, increased sales, and the competitive advantage. Some retail managers may not fully comprehend customer experience strategy, and may solely focus on individual facets such as, customer service and employee training. This qualitative multiple case study explored the strategies retail managers used to build brand loyalty and improve customer …