دانلود رایگان مقاله مدیریت زمان اختتامیه به منظور ارتقا مدیر، کارمند، و رضایت مشتری

Abstract

Closing time for a retailer or service provider represents a time when a store is in transition from an open domain to a closed domain. During this time, employees’ tasks change from primarily serving customers to managing their closing time activities while concurrently serving customers. As such, shoppers are impacted by employee actions and closing time duties, often in a negative way. We found through our research that customers act with retaliatory, territorial behaviors, and employees report stress and annoyance over closing time practices, yet managers consistently say no problems exist with their closing time practices. In this article, we outline three key problems retailers face in their closing time practices and offer guidance on how to overcome these obstacles.

5. Concluding comments

Most managers believe they do not have a problem regarding closing time. However, many employees and shoppers disagree, as there is confusion to the closing time meaning and incongruent expectations. Stores need to clarify closing times and be consistent with the policies in place. Shoppers are impacted by employee actions and closing time duties. Many employees and shoppers have conflicting definitions of what closing time means. In addition, some employees are not adequately trained and are not reprimanded when expectations are not met. Yet, employee behaviors around closing time can negatively affect current profits and future sales. However, managers can easily remedy the situation by clarifying the closing time definition via displaying signs, training employees with specific expectations regarding shoppers at closing time, placing checks to monitor employee behavior, and using corrective action when necessary. Proactive communications about closing time through signage, announcements, training, and managerial guidance, can help safeguard customer loyalty and increase profits.