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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

Kay, Alex and Ross, Catharine ORCID: https://orcid.org/0000-0003-2529-5469 (2021) 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. International Journal of HRD: Practice, Policy and Research. ISSN 2397-4575 (In Press)

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Abstract

This paper addresses how Human Resource Development (HRD) practitioners can support front-line retail employees in managing negative interactions between customers arising as a result of COVID-19. Drawing on research into front-line supermarket employees’ management of customer-to-customer interactions undertaken pre-COVID-19, it identifies the limitations of existing HRD interventions focused on customer to employee interactions and the provision of scripts, and recommends development specific to the management of customer-to-customer interactions. In particular, it highlights the need for HRD practitioners to draw upon evidence from front-line employees when developing such interventions, and to empower front-line employees to adapt and develop responses appropriate to the specific interaction encountered.

Item Type: Article
Additional Information:

The International Journal of HRD Practice, Policy & Research is a publication of the the European Association of People Management (EAPM), the University Forum for Human Resource Development (UFHRD) and the World Federation of People Management Associations (WFPMA). It is published under a Creative Commons Attribution Non-Commercial (CC-BY-NC) License. This permits use, distribution and reproduction in any medium, provided the original work is properly cited and is not used for commercial purposes.

Uncontrolled Discrete Keywords: Human Resource Development, front-line retail employees, COVID-19 pandemic, negative interactions, supermarket employees
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: College of Business, Psychology and Sport > Worcester Business School
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Depositing User: Catharine Ross
Date Deposited: 09 Jun 2021 11:19
Last Modified: 09 Jun 2021 11:23
URI: https://eprints.worc.ac.uk/id/eprint/10582

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