Articles / Recommended Reading

What To Do When the Customer Isn’t Right

What To Do When the Customer Isn’t Right
By Chad Brooks, BusinessNewsDaily contributor

Published June 12, 2013

Retailers that don’t hold shoppers accountable for poor etiquette in their stores run the risk of having other shoppers do it for them, new research shows.

The study, conducted by researchers at the University of British Columbia’s Sauder School of Business, found that businesses should consider reprimanding line jumpers and thoughtless store browsers in order to prevent or ease other shoppers’ aggression.

“Our study shows that retailers can play a key role in mitigating conflict by calling shoppers on bad shopping etiquette,” said Lily Lin, a recent graduate of the Sauder Ph.D. program and one of the study’s authors. “This is important because research shows retailers can get part of the blame for their badly behaved customers.”

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