Purpose The cost to supermarkets from shoplifting is a growing problem. Despite huge investments in formal security measures, supermarkets experience shrinkage and face heavy financial losses. Hence, this paper explores an alternative approach to shoplifting prevention. The purpose of this paper is to propose that quality relationships between a supermarket and its customers could be a viable strategy for shoplifting prevention. A conceptual model is presented at the end of this paper for encouraging shoplifting prevention using a theory of planned behaviour perspective. Design/methodology/approach A systematic search of literature on relationship quality was conducted. Research papers were shortlisted from peer-reviewed journals published between 2007 and 2016. For the convenience of readers, studies on relationship quality are presented in six cross-checked information categories in a table. Findings This study produced two results. First, it finds three antecedents of supermarket-customer relationship quality. These are as follows: a supermarket’s participation in corporate social responsibility and cause-related marketing initiatives, a supermarket’s service quality, and a customer’s attachment to a supermarket’s place/location. Second, there are three major effective dimensions of relationship quality. These are as follows: satisfaction, trust, and commitment. The proposed model incorporates factors from both findings, to measure a supermarket-customer relationship quality that may influence intention of customers to engage in shoplifting preventive behaviour. Originality/value This research paper has reviewed the existing literature to utilise it in the context of shoplifting prevention, and developed a novel model/framework for effective shoplifting prevention with a theory of planned behaviour perspective.

Purpose The purpose of this paper is to explore how interactional justice within a retail context may influence employee organizational commitment and how this may evoke guardianship behaviors that manifest in shoplifting prevention. Design/methodology/approach This research uses a phenomenological approach conducting semi-structured in-depth interviews with 26 shop-floor employees of two major national supermarket chains in New Zealand. Findings The findings suggest that interactional justice in the workplace is important in shaping organizational commitment amongst employees. Additionally, heightened organizational commitment may have a significant effect on employee propensity to engage in shoplifting prevention/guardianship behavior. A conceptual model is developed based on these findings. Practical implications Retail managers may promote and exercise interactional justice practices with employees to improve their organizational commitment and consequential shoplifting prevention/guardianship behaviors. Originality/value The contribution of this paper is threefold. First, and from a theoretical perspective, it offers both a conceptual foundation and empirical-based evaluation of interactional justice and its effect on organizational commitment and, specifically, on guardianship/shoplifting prevention behaviors. Second, and from a pragmatic perspective, the conceptual model derived from this research may assist retailers in developing interactional justice strategies that encourage organizational commitment of employees that consequently leads to employees’ guardianship/shoplifting prevention behaviors. Finally, it explores significance and role of employee perceptions of interactional justice, employee workplace attachment and organizational commitment within the context of retail crime prevention.

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Purpose Corporate social responsibility (CSR) is increasingly considered a central tenant of marketing strategy and a source of competitive advantage within the retail sector. As such, it may affect a supermarket’s customer, employee, and other stakeholder attitudes and behaviours. This research explores how a supermarket’s involvement in CSR activities may influence employee engagement and how this may manifest itself in positive employee behaviours. Specifically, the purpose of this paper is to empirically examine the role of CSR and its impact on employee engagement and consequently, employee propensity to exhibit intervention behaviours to prevent in-store retail crime. Design/methodology/approach This research uses a phenomenological approach through semi-structured in-depth interviews with shop-floor employees of a national supermarket chain. Findings Findings suggest that external and internal CSR practices of supermarkets are important in shaping organisational engagement behaviours among employees. Additionally, heightened employee engagement may have a significant impact on employee propensity to engage in shoplifting prevention behaviours. A conceptual model is developed based on these findings. Practical implications Retail managers should fully communicate CSR practices to employees to increase employee engagement and consequential shoplifting intervention prevention behaviours. Originality/value The contribution of this paper is twofold. First and from a theoretical perspective, it offers both a conceptual foundation and empirical-based evaluation of CSR and its impact on employee engagement and specifically, shoplifting prevention behaviours. Second and from a pragmatic perspective, the conceptual model derived from this research may aid retailers in developing and communicating CSR strategies that engage employees and consequently lead to shoplifting prevention behaviours.

PurposeThis study aims to provide empirically generated insights into the drivers of guardianship behaviour among frontline service employees (FLEs) within retail settings.Design/methodology/approachThe research framework comprises a quantitative survey of 507 frontline service employees at national supermarkets within New Zealand.FindingsThe findings of the survey suggest that service employee perceptions of internal corporate social responsibility (CSR) activities, their level of psychological ownership towards the supermarket and personal moral beliefs, shape their guardianship behaviours and, consequentially, the prevention of in-store deviant behaviours by customers such as shoplifting.Originality/valueThe contribution of this paper is twofold. First, it offers both a conceptual foundation and an empirical-based evaluation of the antecedents and role of guardianship behaviour among frontline service employees. Second, the conceptual model derived from this research may aid practitioners in developing strategies that engender guardianship behaviours in their employees within service contexts.

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