The Interaction of Human Resources and Managerial Systems as they Affect In-Store Replenishment Operations

Abstract

This article reports on an exploratory study of in-store logistics processes at retail stores, focusing on the factors that influence interactions between store employees and managerial systems involved in in-store replenishment tasks and store-level operations. The study used a multiple case study approach and collected data through thirty semi-structured interviews at six European retailers with employees across three hierarchical levels: shop floor, store management, and headquarters. The study identified demand, supply, and environment and structural factors as the primary factors affecting human and managerial systems interactions in replenishment tasks operations of ordering, data, shelf fulfillment, and inventory. Although this study was exploratory it nevertheless identified important human resource factors affecting instore logistics tasks and operations, and it provides suggestions for analysing and designing these operations bearing in mind the human resource element.