Priporas, C.; Nagarajan Vellore, D.; Kamenidou, I.

A technology-people-integrated toolkit for retail care management during a crisis

Article

Priporas, C., Nagarajan Vellore, D. and Kamenidou, I. 2023. A technology-people-integrated toolkit for retail care management during a crisis. Journal of Retailing and Consumer Services. 73. https://doi.org/10.1016/j.jretconser.2023.103304

Publication dates
Type	Article
Title	A technology-people-integrated toolkit for retail care management during a crisis
Authors	Priporas, C., Nagarajan Vellore, D. and Kamenidou, I.
Abstract	Mental volatilities are seen to be on the rise when it comes to retail employees and consumers. Specifically, in times of crisis there is a need to be able to customise care management in a way that is coherent and comprehensive to address mental volatility. This customisation is sought in technology and people. However, thus far there is no toolkit for a specific crisis-sensitive care management protocol. We, therefore, build on an ADO framework-based, illustrative case study of three UK retailers wherein we derive and exemplify how mental burnout in a volatile environment becomes a very important care management necessity which has been neglected thus far. Further, we detail how to contend with this need and how there is a demand for customisation, comprehensiveness, and consistency. In this respect, we conceptualise a technology-people-integrated toolkit that can be implemented with immediate effect for retail care management. We detail the practicalities work in two scenarios. To conclude, managerial and theoretical implications of this toolkit and study have been detailed along with the paper’s limitations and suggestions for future research.
Sustainable Development Goals	3 Good health and well-being
Middlesex University Theme	Health & Wellbeing
Publisher	Elsevier
Journal	Journal of Retailing and Consumer Services
ISSN	0969-6989
Electronic	1873-1384
Online	25 Feb 2023
Print	Jul 2023
Publication process dates
Deposited	12 Apr 2023
Submitted	16 Feb 2023
Accepted	19 Feb 2023
Output status	Published
Accepted author manuscript	SI- Toolkit for Retail Care Management.pdf File Access Level Open
Digital Object Identifier (DOI)	https://doi.org/10.1016/j.jretconser.2023.103304
Language	English

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