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Market-Based Solutions to Vital Economic Issues


Kenan Institute 2024 Grand Challenge: Business Resilience
Market-Based Solutions to Vital Economic Issues
Jan 1, 2015

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


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.

Note: Research papers posted on Research Gate, including any findings, may differ from the final version chosen for publication in academic journals.

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