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An Overview of Industry Practice and Empirical Research in Retail Workforce Management

In: Retail Supply Chain Management

Author

Listed:
  • Saravanan Kesavan

    (Kenan-Flagler Business School, University of North Carolina at Chapel Hill)

  • Vidya Mani

    (Penn State Smeal College of Business)

Abstract

Retail store associates are frontline employees of retail organizations and are responsible for delivering superior in-store experience to its customers. Store associates provide customer service through direct interaction with customers as well as through indirect means such as maintaining a clean store and ensuring that the shelves are fully stocked. While labor is critical to drive store sales, it needs to be planned for carefully as it is one of the largest expenses for retailers. Therefore, retailers deploy workforce management solutions to balance their need for labor to drive sales against their need to control store expenses to improve profitability. In this chapter, we provide an overview of workforce management in the retail industry and survey the empirical research on this topic.

Suggested Citation

  • Saravanan Kesavan & Vidya Mani, 2015. "An Overview of Industry Practice and Empirical Research in Retail Workforce Management," International Series in Operations Research & Management Science, in: Narendra Agrawal & Stephen A. Smith (ed.), Retail Supply Chain Management, edition 2, chapter 0, pages 113-145, Springer.
    • Handle: RePEc:spr:isochp:978-1-4899-7562-1_6
    DOI: 10.1007/978-1-4899-7562-1_6
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    Cited by:

    1. Yuqian Xu & Tom Fangyun Tan & Serguei Netessine, 2022. "The Impact of Workload on Operational Risk: Evidence from a Commercial Bank," Management Science, INFORMS, vol. 68(4), pages 2668-2693, April.

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