Retailers invest millions of dollars in security. This study investigates how customers and retail staff perceive insecurity during service encounters. Perceived insecurity is divided into financial, physical, psychosocial and time-related insecurity. A total of 39 consumers participated in seven focus group discussions, and 34 retail staff members responded semi-structured interviews. The study confirms that from both customer and staff perspectives a high quality service encounter has an influence on perceived insecurity, and it diminishes disturbance and criminal activity. However, there are differences between customer and staff perspectives in many areas.
Download the full article here: Koistinen, K., & Järvinen, R. (2016). Comparing perceived insecurity among customers and retail staff during service encounters. Journal of Retailing and Consumer Services, 31, 80-92.