Strategies to Reduce Employee Turnover for Frontline Cashiers in the Retail Business

Strategies to Reduce Employee Turnover for Frontline Cashiers in the Retail Business by Egypt K. Grandison MBA, University of Phoenix, 2012 BS, Virginia College of Huntsville, Alabama, 2009 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University October 2017 Abstract Employee turnover is 1 of the most significant concerns for organizations because it involves loss of investments and increased costs of hiring, training, and replacement. The turnover rate in the U.S. retail industry is relatively high at 60% for full-time employees, and this rate continues to increase rapidly. The purpose of this case study was to explore the retention strategies retail managers in big-box retail stores use to decrease frontline cashier turnover. Using Herzberg’s two-factor hygiene theory, as the conceptual framework, the study was conducted with a sample of 8 retail managers, located in Huntsville, Alabama, who have decreased frontline cashier turnover. Data were collectedEmployee turnover is 1 of the most significant concerns for organizations because it involves loss of investments and increased costs of hiring, training, and replacement. The turnover rate in the U.S. retail industry is relatively high at 60% for full-time employees, and this rate continues to increase rapidly. The purpose of this case study was to explore the retention strategies retail managers in big-box retail stores use to decrease frontline cashier turnover. Using Herzberg’s two-factor hygiene theory, as the conceptual framework, the study was conducted with a sample of 8 retail managers, located in Huntsville, Alabama, who have decreased frontline cashier turnover. Data were collected through face-to-face interviews with participants, and an interview protocol was used. To ensure that the data were captured correctly, data triangulation was used by combining company data, detail notes, and interview recordings. Data were analyzed using Yin’s data analysis method: compiling, disassembling, reassembling, interpreting, and concluding to develop themes. Three prominent themes were found for retention strategies that may decrease turnover of frontline cashier’s pay, training, and voluntary turnover. These themes suggest retention strategies that may decrease turnover of frontline cashiers, cultivate staff relationships, and enhance quality of work life for frontline cashiers. The implications for positive social change include the potential to increase work life balance for frontline cashiers by reducing turnover rates. Strategies to Reduce Employee Turnover for Frontline Cashiers in the Retail Business by Egypt K. Grandison MBA, University of Phoenix, 2012 BS, Virginia College of Huntsville, Alabama, 2009 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University October 2017 Acknowledgments I would like to thank God first. Second, thanks to my supportive and loving family, friends, and colleagues. I want to thank my amazing chair, Dr. Kathleen Andrews, for being patient and understanding. Last, thank you Dr. Turner and the Walden University family for believing in me! I live my life by the three P’s: Prayer, Planning, and Pursuing.