In this together: the long-term effect of a collective crisis on the retail and service sector

Abstract

Purpose This research explores anticipated long-term change in the retail and services marketplace, directly arising as a result of the Covid-19 pandemic. Design/methodology/approach A series of 20 in-depth interviews were conducted with retail and service stakeholders (executives, suppliers and thought-leaders) from across Asia-Pacific (New Zealand and Australia), the United Kingdom, Europe and the United States. Findings We identify six guiding principles for long-term change in the retail and services sector required to guide future business development and practice, including embedding new ways of working, rethinking the role and purpose of physical space, prioritizing digital elements, integrating employees in community, building agile supply and planning for future turbulence. Originality/value The Covid-19 pandemic is different from prior disruptive experiences in that it was a sudden shock to business and was collectively experienced by firms, workers and consumers across the globe. This research provides a view of decision-makers’ sensemaking and anticipated changes impacting the future retail and services marketplace.

The Impact of Recession on Customer Unethical Behavior in Sharm El Sheikh Hotels: The Role of Rules and Regulation

“…Such behaviors pose extra financial risks for hotels during the difficult time and leading contexts (Ferraro et al, 2022;Raassens et al, 2021), since they interrupt processes, ruin sources, generate anxiety, and adversely influence the behavior of other hotel customers. In the context of the most recent recession, reports in the press suggest that consumers didn't frequently behave as expected, exhibiting examples of unwelcome conduct (Mishra et al, 2022).…”

“…The questions of recession severity construct were adopted from the previous studies of (Abberger and Nierhaus, 2008;Mir and Bhushan, 2014;Wilkinson et al, 2020). The construct of the unethical behavior was adopted from the studies of (Hua et al, 2021;Raassens et al, 2021;Ferraro et al, 2022). While rules and regulation questions were adopted from the researcher's 25 years of experience in lodging industry.…”

Responsibilization during uncontrollable events: understanding how consumers assign and accept responsibility for service employee welfare

“…Much research looks at how individuals cope after disasters (Yates, 1998 for review), and recent service marketing studies examined what factors make communities more resilient following disasters, highlighting how service organizations (including hospitals and charity services) can best meet individual needs (Cheung et al , 2017). In Ferraro et al (2022) research on business leaders’ responses to the COVID-19 pandemic, many leaders said the pandemic increased their concern for employee well-being, suggesting the pandemic created a more worker-centric climate. Yet this was a qualitative study focusing solely on executive opinions, and as such, we do not know whether individuals in general felt firms, or any other party, should be held responsible to help employees affected by the crisis.…”

Unethical customer behaviour: causes and consequences

“…For retailers, such behaviours represent additional financial risks in already challenging crisis-dominant environments (Ferraro et al, 2022;Raassens et al, 2021) as they disrupt operations, waste resources, cause stress and negatively impact customers' shopping behaviour. Looking at the most recent crisis situation, media reports reveal that customers did not always behave as desired, displaying patterns of hoarding behaviour (Gupta et al, 2021;Mishra et al, 2022).…”

“…For retailers, such behaviours represent additional financial risks in already challenging crisis-dominant environments (Ferraro et al. , 2022; Raassens et al.…”