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Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions

Author

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

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.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:bushor:v:59:y:2016:i:1:p:95-104
    DOI: 10.1016/j.bushor.2015.09.004
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    References listed on IDEAS

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    1. 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.
    2. Ashley, Christy & Noble, Stephanie M., 2014. "It's Closing Time: Territorial Behaviors from Customers in Response to Front Line Employees," Journal of Retailing, Elsevier, vol. 90(1), pages 74-92.
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    Cited by:

    1. Weinfurtner, Tania & Seidl, David, 2019. "Towards a spatial perspective: An integrative review of research on organisational space," Scandinavian Journal of Management, Elsevier, vol. 35(2).
    2. Habel, Johannes & Alavi, Sascha & Pick, Doreén, 2017. "When serving customers includes correcting them: Understanding the ambivalent effects of enforcing service rules," International Journal of Research in Marketing, Elsevier, vol. 34(4), pages 919-941.

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