Date of Conferral

2017

Degree

Doctor of Business Administration (D.B.A.)

School

Business Administration

Advisor

Kathleen Andrews

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 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.

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