Employer perceptions of skills gaps in retail: issues and implications for UK retailers

Abstract

Purpose: This article sought to identify the skills gaps associated with retail employees in SME and multiple retail companies, and to investigate the potential training and business implications that arise from these skills gaps. Methodology:Research was conducted within one geographical region and across five counties within the United Kingdom. Telephone and face-to-face interviews, focus group workshops and retail forums were conducted, resulting in responses from 121 retailers. Findings:The key issues and areas of concern to emerge were: the industry image and impact on recruitment and retention; employee and management skills gaps; perception of retail qualifications and barriers to training. Implications:The findings highlight the need for UK retail industry to raise the image of the sector, to promote the variety of career options; to clarify the retail qualifications and training available, and to work towards retail's earlier inclusion in school curriculum.

Drivers and Technology-Related Obstacles in Moving to Multichannel Retailing

“…For example, the use of 'click and collect' requires staff to 'sell' the initiative to customers, place customer orders via the Internet in-store, and, treat product return and collection occasions as "additional touch points which permit the retailer to strengthen their relationship with customers" [67, p. 175). Still, in line with Hart et al [20] case analysis identifies that recruiting these staff (i.e. who can apply ICT skills in a customer friendly way while maximising sales opportunities) can be difficult.…”

“…20 Case 2 was in the process of implementing a new platform, designed to change its multichannel order process. The new platform would eventually replace 80% of the retailer's existing IT and logistics systems and enable the retailer to leverage the marketing mix consistently across all channels.…”

Modern Retailing and its Implications for Developing Countries: Insights from Retail Managers

“…Inadequate labour skills and training make it extremely difficult for retailers to recruit suitable employees with the necessary skills due to the poor image of the industry (Hart et al, 2007). In India, retail employees complained about the lack of adequate entry level training programs and career progression plans (A.T. Kearney Report, 2006).…”

“…The retail industry is vulnerable to competition due to the mix of large and small retailers as well as foreign and indigenous retailers operating in developing countries (Arnold & Luthra, 2000;Hart et al, 2007;Ahmad et al, 2008). In developed countries, retail is characterized by high competition which results in low profitability among large retailers and a reduced number of mid-sized retail businesses.…”

“…The introduction of modern retailing in developing countries also poses new challenges for small indigenous retailers, local suppliers as well as policy makers (Humphrey, 2007;Durand, 2007;Emongor & Kirsten, 2009). For example, small indigenous retailers have been pushed out of the market, local suppliers have been compelled to adhere to strict quality requirements and existing policies fail to adequately address the emerging realities (Arnold & Luthra, 2000;Hart et al, 2007;Reardon et al, 2007;Ahmad, et al, 2008;Tschirley et al, 2010). However, the depth of the implications of retail transformations in developing countries remains unclear (Humphrey, 2007).…”