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Improving the Efficiency of Grocery ...

Brown, Gregory.

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Improving the Efficiency of Grocery Pickup and Delivery Services From the Employees' Perspectives at a Facility for a Leading American Grocery Chain.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Improving the Efficiency of Grocery Pickup and Delivery Services From the Employees' Perspectives at a Facility for a Leading American Grocery Chain./
Author:	Brown, Gregory.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2023,
Description:	145 p.
Notes:	Source: Dissertations Abstracts International, Volume: 85-09, Section: A.
Contained By:	Dissertations Abstracts International85-09A.
Online resource:	https://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=30812030
ISBN:	9798381941456

Improving the Efficiency of Grocery Pickup and Delivery Services From the Employees' Perspectives at a Facility for a Leading American Grocery Chain.
Brown, Gregory.

Improving the Efficiency of Grocery Pickup and Delivery Services From the Employees' Perspectives at a Facility for a Leading American Grocery Chain. - Ann Arbor : ProQuest Dissertations & Theses, 2023 - 145 p.

Source: Dissertations Abstracts International, Volume: 85-09, Section: A.

Thesis (D.B.A.)--National University, 2023.

As a result of the spread of the COVID-19 pandemic, many consumers have shifted their purchasing preferences from in-store to online. As the e-grocery market expanded swiftly, numerous retailers started offering grocery pickup and delivery services. The sustained growth of the e-grocery market will generate a persistent demand for grocery pickup and delivery services. However, merchants must still meet customers' expectations for dependable, prompt grocery pickup and delivery services. This qualitative single-unit embedded case study surveyed employees in the OPD department of a leading U.S. grocery retailer's facility regarding why grocery pickup and delivery services at that location are inefficient, the factors contributing to this inefficiency, and what can be done to reduce this inefficiency. This improvement in efficiency will increase customer satisfaction, loyalty, profitability, and competitive advantage. The job title of each participant was a digital personal shopper at the research site. The researcher conducted individual face-to-face interviews with 17 participants and five focus group interviews with three to four participants. Poor service and low consumer satisfaction were identified as the two themes associated with the first research question of the study. Lack of training, lack of collaboration, and improper staging were the three themes related to Research Question 2. Training of employees, motivation from management, and pay raises were the three themes associated with Research Question 3 The researcher recommended that management provide comprehensive employee training, daily employee motivation, accountability for low productivity, and incentives or wage increases for workers. For future research, I suggest examining multiple cases rather than one, utilizing a larger sample size, incorporating consumer feedback, and adopting a quantitative methodology. 

ISBN: 9798381941456Subjects--Index Terms:

COVID-19 pandemic

Improving the Efficiency of Grocery Pickup and Delivery Services From the Employees' Perspectives at a Facility for a Leading American Grocery Chain.
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