Friendliness in the retail business: How to help employees to become friendlier
Loading...
Authors
Author (Corporation)
Publication date
2018
Typ of student thesis
Bachelor
Course of study
Collections
Type
11 - Student thesis
Editors
Editor (Corporation)
Supervisor
Parent work
Special issue
DOI of the original publication
Link
Series
Series number
Volume
Issue / Number
Pages / Duration
Patent number
Publisher / Publishing institution
Hochschule für Wirtschaft FHNW
Place of publication / Event location
Brugg-Windisch
Edition
Version
Programming language
Assignee
Practice partner / Client
Genossenschaft Migros Zürich, Zürich
Abstract
Generally, companies in the service sector are facing growing challenges to maintain a continuous competitive advantage and to keep up with the changing customer needs and expectations. The current competition and cost pressure on companies, as well as the need for new strategies lead the focus back to the interaction with the client. Also, the interchangeability of the products and services led to the need for a positive customer experience to increase the retention rate.
In the given case, traditional supermarket chains in Switzerland are suffering from a customer churn to hard-discounters. This, due to their inability to compete with the aggressive price and cost optimization strategies of hard-discounters. Structurally, traditional supermarkets face higher personnel costs as they put greater value into well-groomed stores and specialized personnel, which in the end results in higher sales prices.
To overcome this competitive disadvantage, a supermarket chain plans to use the presence of more personnel as a competitive advantage, as the higher presence of personnel leads to more interactions with the customer. Therefore, it is seen as a chance to invest in these interactions. Specifically, through an increased friendliness of the employees towards the customer.
Keywords
Subject (DDC)
Event
Exhibition start date
Exhibition end date
Conference start date
Conference end date
Date of the last check
ISBN
ISSN
Language
English
Created during FHNW affiliation
Yes
Strategic action fields FHNW
Publication status
Review
Open access category
License
Citation
Schmid, S. (2018). Friendliness in the retail business:
How to help employees to become friendlier [Hochschule für Wirtschaft FHNW]. https://irf.fhnw.ch/handle/11654/41405