A 2009 study investigated how role conflict may be influenced by employee-customer interactions during retail returns. A total of 238 retail salespersons were interviewed and then completed questionnaires which used scenarios that addressed how customer's legitimate or illegitimate return attempts influenced the role conflict of the salesperson. The results indicated that retail salespersons expected that customers would act within socially constructed bounds set through social norms, store poli...

BPIR Categories

7.2.1 Provide post-sales service
7.2.2 Handle warranties & claims

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