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May 18, 2009

LOW COST STAFFING

Setting new standards in taking the service out of self-service.  Harvey Norman, Alexandria.  From a customer's perspective, this falls into the 'why bother' category.......  retailers who think like this should not be surprised if it becomes a self-fulfilling prophecy: no service --> no sales --> no staffing --> no service.

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from Dr Stephen Saunders consumer scientist at 4:50 PM
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