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Managing closing time to enhance manager, employee, and customer satisfaction

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  • Noble, Stephanie M.
  • Esmark, Carol L.
  • Ashley, Christy

Abstract

Closing time for a retailer or service provider represents a time when a store is in transition from an open domain to a closed domain. During this time, employees’ tasks change from primarily serving customers to managing their closing time activities while concurrently serving customers. As such, shoppers are impacted by employee actions and closing time duties, often in a negative way. We found through our research that customers act with retaliatory, territorial behaviors, and employees report stress and annoyance over closing time practices, yet managers consistently say no problems exist with their closing time practices. In this article, we outline three key problems retailers face in their closing time practices and offer guidance on how to overcome these obstacles.

Suggested Citation

  • Noble, Stephanie M. & Esmark, Carol L. & Ashley, Christy, 2015. "Managing closing time to enhance manager, employee, and customer satisfaction," Business Horizons, Elsevier, vol. 58(2), pages 217-224.
    • Handle: RePEc:eee:bushor:v:58:y:2015:i:2:p:217-224
    DOI: 10.1016/j.bushor.2014.11.004
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    References listed on IDEAS

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    1. Hui, Michael K & Bateson, John E G, 1991. "Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(2), pages 174-184, September.
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    Cited by:

    1. Esmark, Carol L. & Noble, Stephanie M., 2016. "Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions," Business Horizons, Elsevier, vol. 59(1), pages 95-104.

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