Bloomberg News: Retailers' Goal of Challenging Amazon Hindered by Labor Woes

  • Workers want commitment that chains are hesitant to provide

  • Plethora of low-wage, part-time positions spark high turnover

Originally posted: December 6, 2017, 7:00 AM EST By Lindsey Rupp and  Sho Chandra

Brick-and-mortar retailers hoping to fend off Amazon.com Inc. need to deploy the one weapon that could set them apart: top-notch customer service, provided by actual humans.

But making that goal a reality relies on something they’ve not really invested in -- well-trained employees with the kinds of wages and regular hours that make them want to stick around.

This illustrates traditional retailers’ dilemma. In the face of existential threats such as e-commerce and declining mall traffic, more generous pay might improve service. But it comes at the risk of spooking skeptical investors, who are already closely monitoring costs and margins.

Read full article here.