Developing Front-Line Employees to Manage Negative Customer to Customer Interactions in the Retail Industry: Lessons for Human Resource Development in responding to COVID-19,

Alex Kay, Catharine Ross

Research output: Contribution to journalJournal Articlepeer-review

2 Downloads (Pure)

Abstract

This paper addresses how Human Resource Development (HRD) practitioners can support front-line retail employees in managing negative interactions between customers arising as a result of COVID-19. Drawing on research into front-line supermarket employees’ management of customer-to-customer interactions undertaken preCOVID-19, it identifies the limitations of existing HRD interventions focused on customer to employee interactions and the provision of scripts, and recommends development specific to the management of customer to customer interactions. In particular, it highlights the need for HRD practitioners to draw upon evidence from front-line employees when developing such interventions, and to empower front-line employees to adapt and develop responses appropriate to the specific interaction encountered.
Original languageEnglish
Pages (from-to)19
Number of pages30
JournalThe International Journal of HRD: Practice Policy and Research
Volume5
Issue number2
Publication statusPublished - 1 Oct 2021

Fingerprint

Dive into the research topics of 'Developing Front-Line Employees to Manage Negative Customer to Customer Interactions in the Retail Industry: Lessons for Human Resource Development in responding to COVID-19,'. Together they form a unique fingerprint.

Cite this