Concepedia

WHEN CASHIERS MEET CUSTOMERS: AN ANALYSIS OF THE ROLE OF SUPERMARKET CASHIERS.

Academy of Management Journal · 1989 · 341 citations · 22 references

Concepts

BusinessMarketingMarketing ManagementConsumer BehaviorCustomer Relationship ManagementSales ManagementCash HandlingCustomer EngagementCustomer Experience ManagementCustomer Interaction ManagementCustomer LoyaltyCustomer SatisfactionRetail Service EncountersSupermarket Operations

Abstract

In a qualitative investigation of the role of supermarket cashiers, the influence of management, co-workers, and customers over cashiers was analyzed. Customers had immediate influence over cashier...

References

22

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Social Sciences, Psychology, Social Psychology +14

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Social Sciences, Social Psychology, Sociology +12

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Social Sciences, Political Science, Sociology +12

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Social Sciences, Organization Studies, Organizational Behavior +14

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Henry Mintzberg · Administrative Science Quarterly · 1979 · 1.2K citations

Management, Organization Studies, Strategy +6