In 2007 Circuit City Stores Inc., a US consumer electronics retailer cut costs by replacing its highest-paid, top-performing sales employees with lower-paid, less-qualified new hires. The decision resulted in poor customer service, an inexperienced work force and limited opportunities for employees in the organisation. Then, in response to the 2008 economic crisis, Circuit City closed…

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9.3.6 Restructure & rightsize workforce
9.6.2 Manage employee satisfaction

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