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This article builds on years of work studying territoriality and conflict issues between customers and employees in retail and service settings. The key contribution of this research is to illustrate the bad behaviors and conflicts that take place in retail spaces between customers, between customers and employees, and between employees. Using multi-methods of data collection–—critical incident technique, interviews, mystery shoppers, and surveys–—the authors outline these bad behaviors and conflicts for managers and offer nine solutions to help retailers handle these behaviors and conflict in retail spaces.
This article presented three areas of conflict and bad behavior that arise in retail environments: between customers, between customers and employees, and between employees. Nine solutions were presented to illustrate tactics stores can implement to ease tensions from bad behaviors and conflict in these retail settings. If implemented, these tactics should help customers feel less anxiety and have a more enjoyable shopping experience. Similarly, employees should be able to provide better service to customers and be more likely to get their job done as a result of these tactics.