Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
Leadership & Managing People
Strategy / MBA Resources
Case Study SWOT Analysis Solution
Case Study Description of Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions
This article builds on years of work studying territoriality and conflict issues between customers and employees in retail and service settings. The key contribution of this research is to illustrate the bad behaviors and conflicts that take place in retail spaces between customers, between customers and employees, and between employees. Using multi-methods of data collection--critical incident technique, interviews, mystery shoppers, and surveys--the authors outline these bad behaviors and conflicts for managers and offer nine solutions to help retailers handle these behaviors and conflict in retail spaces.
Swot Analysis of "Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions" written by Carol L. Esmark, Stephanie M Noble includes – strengths weakness that are internal strategic factors of the organization, and opportunities and threats that Spaces Behaviors facing as an external strategic factors. Some of the topics covered in Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions case study are - Strategic Management Strategies, Customer service and Leadership & Managing People.
Some of the macro environment factors that can be used to understand the Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions casestudy better are - – increasing household debt because of falling income levels, increasing transportation and logistics costs, digital marketing is dominated by two big players Facebook and Google, challanges to central banks by blockchain based private currencies, there is backlash against globalization, increasing commodity prices, customer relationship management is fast transforming because of increasing concerns over data privacy,
wage bills are increasing, increasing government debt because of Covid-19 spendings, etc
Introduction to SWOT Analysis of Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions
SWOT stands for an organization’s Strengths, Weaknesses, Opportunities and Threats . At Oak Spring University , we believe that protagonist in Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions case study can use SWOT analysis as a strategic management tool to assess the current internal strengths and weaknesses of the Spaces Behaviors, and to figure out the opportunities and threats in the macro environment – technological, environmental, political, economic, social, demographic, etc in which Spaces Behaviors operates in.
According to Harvard Business Review, 75% of the managers use SWOT analysis for various purposes such as – evaluating current scenario, strategic planning, new venture feasibility, personal growth goals, new market entry, Go To market strategies, portfolio management and strategic trade-off assessment, organizational restructuring, etc.
SWOT Objectives / Importance of SWOT Analysis and SWOT Matrix
SWOT analysis of Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions can be done for the following purposes –
1. Strategic planning using facts provided in Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions case study
2. Improving business portfolio management of Spaces Behaviors
3. Assessing feasibility of the new initiative in Leadership & Managing People field.
4. Making a Leadership & Managing People topic specific business decision
5. Set goals for the organization
6. Organizational restructuring of Spaces Behaviors
Strengths Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions | Internal Strategic Factors
What are Strengths in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The strengths of Spaces Behaviors in Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions Harvard Business Review case study are -
High switching costs
– The high switching costs that Spaces Behaviors has built up over years in its products and services combo offer has resulted in high retention of customers, lower marketing costs, and greater ability of the firm to focus on its customers.
Training and development
– Spaces Behaviors has one of the best training and development program in the industry. The effectiveness of the training programs can be measured in Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions Harvard Business Review case study by analyzing – employees retention, in-house promotion, loyalty, new venture initiation, lack of conflict, and high level of both employees and customer engagement.
Ability to recruit top talent
– Spaces Behaviors is one of the leading recruiters in the industry. Managers in the Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions are in a position to attract the best talent available. The firm has a robust talent identification program that helps in identifying the brightest.
Learning organization
- Spaces Behaviors is a learning organization. It has inculcated three key characters of learning organization in its processes and operations – exploration, creativity, and expansiveness. The work place at Spaces Behaviors is open place that encourages instructiveness, ideation, open minded discussions, and creativity. Employees and leaders in Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions Harvard Business Review case study emphasize – knowledge, initiative, and innovation.
Digital Transformation in Leadership & Managing People segment
- digital transformation varies from industry to industry. For Spaces Behaviors digital transformation journey comprises differing goals based on market maturity, customer technology acceptance, and organizational culture. Spaces Behaviors has successfully integrated the four key components of digital transformation – digital integration in processes, digital integration in marketing and customer relationship management, digital integration into the value chain, and using technology to explore new products and market opportunities.
High brand equity
– Spaces Behaviors has strong brand awareness and brand recognition among both - the exiting customers and potential new customers. Strong brand equity has enabled Spaces Behaviors to keep acquiring new customers and building profitable relationship with both the new and loyal customers.
Strong track record of project management
– Spaces Behaviors is known for sticking to its project targets. This enables the firm to manage – time, project costs, and have sustainable margins on the projects.
Sustainable margins compare to other players in Leadership & Managing People industry
– Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions firm has clearly differentiated products in the market place. This has enabled Spaces Behaviors to fetch slight price premium compare to the competitors in the Leadership & Managing People industry. The sustainable margins have also helped Spaces Behaviors to invest into research and development (R&D) and innovation.
Organizational Resilience of Spaces Behaviors
– The covid-19 pandemic has put organizational resilience at the centre of everthing that Spaces Behaviors does. Organizational resilience comprises - Financial Resilience, Operational Resilience, Technological Resilience, Organizational Resilience, Business Model Resilience, and Reputation Resilience.
Operational resilience
– The operational resilience strategy in the Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions Harvard Business Review case study comprises – understanding the underlying the factors in the industry, building diversified operations across different geographies so that disruption in one part of the world doesn’t impact the overall performance of the firm, and integrating the various business operations and processes through its digital transformation drive.
Successful track record of launching new products
– Spaces Behaviors has launched numerous new products in last few years, keeping in mind evolving customer preferences and competitive pressures. Spaces Behaviors has effective processes in place that helps in exploring new product needs, doing quick pilot testing, and then launching the products quickly using its extensive distribution network.
Superior customer experience
– The customer experience strategy of Spaces Behaviors in the segment is based on four key concepts – personalization, simplification of complex needs, prompt response, and continuous engagement.
Weaknesses Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions | Internal Strategic Factors
What are Weaknesses in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The weaknesses of Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions are -
Workers concerns about automation
– As automation is fast increasing in the segment, Spaces Behaviors needs to come up with a strategy to reduce the workers concern regarding automation. Without a clear strategy, it could lead to disruption and uncertainty within the organization.
Compensation and incentives
– The revenue per employee as mentioned in the HBR case study Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions, is just above the industry average. Spaces Behaviors needs to redesign the compensation structure and incentives to increase the revenue per employees. Some of the steps that it can take are – hiring more specialists on project basis, etc.
Interest costs
– Compare to the competition, Spaces Behaviors has borrowed money from the capital market at higher rates. It needs to restructure the interest payment and costs so that it can compete better and improve profitability.
High dependence on star products
– The top 2 products and services of the firm as mentioned in the Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions HBR case study still accounts for major business revenue. This dependence on star products in has resulted into insufficient focus on developing new products, even though Spaces Behaviors has relatively successful track record of launching new products.
Capital Spending Reduction
– Even during the low interest decade, Spaces Behaviors has not been able to do capital spending to the tune of the competition. This has resulted into fewer innovations and company facing stiff competition from both existing competitors and new entrants who are disrupting the industry using digital technology.
High cash cycle compare to competitors
Spaces Behaviors has a high cash cycle compare to other players in the industry. It needs to shorten the cash cycle by 12% to be more competitive in the marketplace, reduce inventory costs, and be more profitable.
Lack of clear differentiation of Spaces Behaviors products
– To increase the profitability and margins on the products, Spaces Behaviors needs to provide more differentiated products than what it is currently offering in the marketplace.
Employees’ incomplete understanding of strategy
– From the instances in the HBR case study Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions, it seems that the employees of Spaces Behaviors don’t have comprehensive understanding of the firm’s strategy. This is reflected in number of promotional campaigns over the last few years that had mixed messaging and competing priorities. Some of the strategic activities and services promoted in the promotional campaigns were not consistent with the organization’s strategy.
High operating costs
– Compare to the competitors, firm in the HBR case study Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions has high operating costs in the. This can be harder to sustain given the new emerging competition from nimble players who are using technology to attract Spaces Behaviors 's lucrative customers.
No frontier risks strategy
– After analyzing the HBR case study Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions, it seems that company is thinking about the frontier risks that can impact Leadership & Managing People strategy. But it has very little resources allocation to manage the risks emerging from events such as natural disasters, climate change, melting of permafrost, tacking the rise of artificial intelligence, opportunities and threats emerging from commercialization of space etc.
Slow to strategic competitive environment developments
– As Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions HBR case study mentions - Spaces Behaviors takes time to assess the upcoming competitions. This has led to missing out on atleast 2-3 big opportunities in the industry in last five years.
Opportunities Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions | External Strategic Factors
What are Opportunities in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The opportunities highlighted in the Harvard Business Review case study Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions are -
Building a culture of innovation
– managers at Spaces Behaviors can make experimentation a productive activity and build a culture of innovation using approaches such as – mining transaction data, A/B testing of websites and selling platforms, engaging potential customers over various needs, and building on small ideas in the Leadership & Managing People segment.
Redefining models of collaboration and team work
– As explained in the weaknesses section, Spaces Behaviors is facing challenges because of the dominance of functional experts in the organization. Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions case study suggests that firm can utilize new technology to build more coordinated teams and streamline operations and communications using tools such as CAD, Zoom, etc.
Remote work and new talent hiring opportunities
– The widespread usage of remote working technologies during Covid-19 has opened opportunities for Spaces Behaviors to expand its talent hiring zone. According to McKinsey Global Institute, 20% of the high end workforce in fields such as finance, information technology, can continously work from remote local post Covid-19. This presents a really great opportunity for Spaces Behaviors to hire the very best people irrespective of their geographical location.
Loyalty marketing
– Spaces Behaviors has focused on building a highly responsive customer relationship management platform. This platform is built on in-house data and driven by analytics and artificial intelligence. The customer analytics can help the organization to fine tune its loyalty marketing efforts, increase the wallet share of the organization, reduce wastage on mainstream advertising spending, build better pricing strategies using personalization, etc.
Buying journey improvements
– Spaces Behaviors can improve the customer journey of consumers in the industry by using analytics and artificial intelligence. Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions suggest that firm can provide automated chats to help consumers solve their own problems, provide online suggestions to get maximum out of the products and services, and help consumers to build a community where they can interact with each other to develop new features and uses.
Developing new processes and practices
– Spaces Behaviors can develop new processes and procedures in Leadership & Managing People industry using technology such as automation using artificial intelligence, real time transportation and products tracking, 3D modeling for concept development and new products pilot testing etc.
Changes in consumer behavior post Covid-19
– Consumer behavior has changed in the Leadership & Managing People industry because of Covid-19 restrictions. Some of this behavior will stay once things get back to normal. Spaces Behaviors can take advantage of these changes in consumer behavior to build a far more efficient business model. For example consumer regular ordering of products can reduce both last mile delivery costs and market penetration costs. Spaces Behaviors can further use this consumer data to build better customer loyalty, provide better products and service collection, and improve the value proposition in inflationary times.
Leveraging digital technologies
– Spaces Behaviors can leverage digital technologies such as artificial intelligence and machine learning to automate the production process, customer analytics to get better insights into consumer behavior, realtime digital dashboards to get better sales tracking, logistics and transportation, product tracking, etc.
Learning at scale
– Online learning technologies has now opened space for Spaces Behaviors to conduct training and development for its employees across the world. This will result in not only reducing the cost of training but also help employees in different part of the world to integrate with the headquarter work culture, ethos, and standards.
Increase in government spending
– As the United States and other governments are increasing social spending and infrastructure spending to build economies post Covid-19, Spaces Behaviors can use these opportunities to build new business models that can help the communities that Spaces Behaviors operates in. Secondly it can use opportunities from government spending in Leadership & Managing People sector.
Creating value in data economy
– The success of analytics program of Spaces Behaviors has opened avenues for new revenue streams for the organization in the industry. This can help Spaces Behaviors to build a more holistic ecosystem as suggested in the Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions case study. Spaces Behaviors can build new products and services such as - data insight services, data privacy related products, data based consulting services, etc.
Identify volunteer opportunities
– Covid-19 has impacted working population in two ways – it has led to people soul searching about their professional choices, resulting in mass resignation. Secondly it has encouraged people to do things that they are passionate about. This has opened opportunities for businesses to build volunteer oriented socially driven projects. Spaces Behaviors can explore opportunities that can attract volunteers and are consistent with its mission and vision.
Using analytics as competitive advantage
– Spaces Behaviors has spent a significant amount of money and effort to integrate analytics and machine learning into its operations in the sector. This continuous investment in analytics has enabled, as illustrated in the Harvard case study Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions - to build a competitive advantage using analytics. The analytics driven competitive advantage can help Spaces Behaviors to build faster Go To Market strategies, better consumer insights, developing relevant product features, and building a highly efficient supply chain.
Threats Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions External Strategic Factors
What are Threats in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The threats mentioned in the HBR case study Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions are -
Trade war between China and United States
– The trade war between two of the biggest economies can hugely impact the opportunities for Spaces Behaviors in the Leadership & Managing People industry. The Leadership & Managing People industry is already at various protected from local competition in China, with the rise of trade war the protection levels may go up. This presents a clear threat of current business model in Chinese market.
Capital market disruption
– During the Covid-19, Dow Jones has touched record high. The valuations of a number of companies are way beyond their existing business model potential. This can lead to capital market correction which can put a number of suppliers, collaborators, value chain partners in great financial difficulty. It will directly impact the business of Spaces Behaviors.
Technology acceleration in Forth Industrial Revolution
– Spaces Behaviors has witnessed rapid integration of technology during Covid-19 in the Leadership & Managing People industry. As one of the leading players in the industry, Spaces Behaviors needs to keep up with the evolution of technology in the Leadership & Managing People sector. According to Mckinsey study top managers believe that the adoption of technology in operations, communications is 20-25 times faster than what they planned in the beginning of 2019.
High dependence on third party suppliers
– Spaces Behaviors high dependence on third party suppliers can disrupt its processes and delivery mechanism. For example -the current troubles of car makers because of chip shortage is because the chip companies started producing chips for electronic companies rather than car manufacturers.
New competition
– After the dotcom bust of 2001, financial crisis of 2008-09, the business formation in US economy had declined. But in 2020 alone, there are more than 1.5 million new business applications in United States. This can lead to greater competition for Spaces Behaviors in the Leadership & Managing People sector and impact the bottomline of the organization.
High level of anxiety and lack of motivation
– the Great Resignation in United States is the sign of broader dissatisfaction among the workforce in United States. Spaces Behaviors needs to understand the core reasons impacting the Leadership & Managing People industry. This will help it in building a better workplace.
Barriers of entry lowering
– As technology is more democratized, the barriers to entry in the industry are lowering. It can presents Spaces Behaviors with greater competitive threats in the near to medium future. Secondly it will also put downward pressure on pricing throughout the sector.
Increasing international competition and downward pressure on margins
– Apart from technology driven competitive advantage dilution, Spaces Behaviors can face downward pressure on margins from increasing competition from international players. The international players have stable revenue in their home market and can use those resources to penetrate prominent markets illustrated in HBR case study Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions .
Stagnating economy with rate increase
– Spaces Behaviors can face lack of demand in the market place because of Fed actions to reduce inflation. This can lead to sluggish growth in the economy, lower demands, lower investments, higher borrowing costs, and consolidation in the field.
Easy access to finance
– Easy access to finance in Leadership & Managing People field will also reduce the barriers to entry in the industry, thus putting downward pressure on the prices because of increasing competition. Spaces Behaviors can utilize it by borrowing at lower rates and invest it into research and development, capital expenditure to fortify its core competitive advantage.
Increasing wage structure of Spaces Behaviors
– Post Covid-19 there is a sharp increase in the wages especially in the jobs that require interaction with people. The increasing wages can put downward pressure on the margins of Spaces Behaviors.
Learning curve for new practices
– As the technology based on artificial intelligence and machine learning platform is getting complex, as highlighted in case study Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions, Spaces Behaviors may face longer learning curve for training and development of existing employees. This can open space for more nimble competitors in the field of Leadership & Managing People .
Instability in the European markets
– European Union markets are facing three big challenges post Covid – expanded balance sheets, Brexit related business disruption, and aggressive Russia looking to distract the existing security mechanism. Spaces Behaviors will face different problems in different parts of Europe. For example it will face inflationary pressures in UK, France, and Germany, balance sheet expansion and demand challenges in Southern European countries, and geopolitical instability in the Eastern Europe.
Weighted SWOT Analysis of Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions Template, Example
Not all factors mentioned under the Strengths, Weakness, Opportunities, and Threats quadrants in the SWOT Analysis are equal. Managers in the HBR case study Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions needs to zero down on the relative importance of each factor mentioned in the Strengths, Weakness, Opportunities, and Threats quadrants.
We can provide the relative importance to each factor by assigning relative weights. Weighted SWOT analysis process is a three stage process –
First stage for doing weighted SWOT analysis of the case study Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions is to rank the strengths and weaknesses of the organization. This will help you to assess the most important strengths and weaknesses of the firm and which one of the strengths and weaknesses mentioned in the initial lists are marginal and can be left out.
Second stage for conducting weighted SWOT analysis of the Harvard case study Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions is to give probabilities to the external strategic factors thus better understanding the opportunities and threats arising out of macro environment changes and developments.
Third stage of constructing weighted SWOT analysis of Bad behavior and conflict in retailing spaces: Nine suggestions to ease tensions is to provide strategic recommendations includes – joining likelihood of external strategic factors such as opportunities and threats to the internal strategic factors – strengths and weaknesses. You should start with external factors as they will provide the direction of the overall industry. Secondly by joining probabilities with internal strategic factors can help the company not only strategic fit but also the most probably strategic trade-off that Spaces Behaviors needs to make to build a sustainable competitive advantage.