Building store loyalty through employee focus

Sridev Rao and Sanjay Badhe

Can an inward focus on building employee loyalty increase customer loyalty? Based on key research findings, this paper attempts to track the specific initiatives taken by India’s largest lifestyle retail chain, Shoppers’ Stop, and traces the impact of these initiatives on the store’s business performance and customer loyalty.

Building Store Loyalty Through Employee Focus

Sanjay Badhe Shoppers Stop LtdSridevi Rao IMRB International

INTRODUCTION

In the nascent but burgeoning retail industry in India, one of the problems being faced by top players (apart from developing infrastructure, branding as well as...

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