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 Abstract Introduction This paper addresses how Human...
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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 Abstract Introduction This paper addresses how Human Resource Development The COVID-19 worldwide pandemic has drawn (HRD) practitioners can support front-line retail employees attention to the need for Human Resource development in managing negative interactions between customers (HRD) practitioners to support employees in managing arising as a result of COVID-19. Drawing on research negative customer to customer (CCI) interactions in into front-line supermarket employees’ management retail environments. Mainstream media has highlighted of customer-to-customer interactions undertaken pre- COVID-19 as a trigger to physical contact and fighting COVID-19, it identifies the limitations of existing between customers as a result of panic buying behaviour, HRD interventions focused on customer to
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