Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions |
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| Institution: | 1. College of Business, Mississippi State University, 324 McCool Hall, Mississippi State, MS, 39762, U.S.A.;2. Haslam College of Business, The University of Tennessee, 310 Stokely Management Center, Knoxville, TN, 37996-0530, U.S.A.;1. Queensland University of Technology, Australia;2. Technion – Israel Institute of Technology, Israel;3. Technical University of Denmark, Denmark;1. School of Economics and Management, Beihang University, Beijing 100191, China;2. Division of Environmental Technology and Management, Department of Management and Engineering, Linköping University, 581 83 Linköping, Sweden;1. Department of Management, Marketing, and Business Administration, Murray State University, Murray, KY, 42071, United States;2. Department of Marketing, Washington State University, Box 644730, Pullman, WA, 99164-4730, United States;3. Department of Marketing, Trulaske College of Business, University of Missouri, Columbia, MO, 65211, United States;1. School of Business, University of International Business and Economics, Beijing, China;2. Institute of International Economy, University of International Business and Economics, Beijing, China;3. Discipline of International Business, University of Sydney, Sydney, Australia;4. School of Marketing, Curtin Business School, Curtin University, Kent Street, Bentley, WA 6102, Australia;1. Department of Business Management, Qazvin Branch, Islamic Azad University, Qazvin, Iran;2. Department of Business Management, Science and Research Branch, Islamic Azad University, Tehran, Iran |
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| 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 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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| Keywords: | Conflict Territoriality Retailing Dysfunctional customer Deviant employee Personal space Customer experience |
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