Racioethnic consistency between retail employees and customers boosts profit, national study finds
A nationwide study of racioethnic representation between retail employees and their customers finds that mirroring a customer base improves consumer satisfaction and employee productivity – and contributes to nearly $100,000 in annual gains or losses per store.
Analyzing data from 739 outlets of a major U.S. department store, the researchers found that representativeness improved customer satisfaction and increased annual productivity by $625 per employee. Given the study's average sample size of 150 employees per store, such a change amounts to about $94,000 per store, ...
