A Century of Retail Work Training: Changes in Employers' Instructional Video Modelling of Cashier Work in Service Encounters

Autor/inn/en	Arkenback, Charlotte; Lundin, Mona
Titel	A Century of Retail Work Training: Changes in Employers' Instructional Video Modelling of Cashier Work in Service Encounters
Quelle	In: Journal of Workplace Learning, 35 (2023) 8, S.752-778 (27 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1366-5626
DOI	10.1108/JWL-12-2022-0179
Schlagwörter	Retailing; Salesmanship; Job Skills; Workplace Learning; Instructional Materials; Video Technology; Modeling (Psychology); Purchasing; Helping Relationship; Training Methods; Sales Occupations; Technological Advancement; Holistic Approach; Information Technology; Employee Attitudes + Suchen Sie Ihr Suchwort? Warenwirtschaft; Produktive Fertigkeit; Lehrmaterial; Lehrmittel; Unterrichtsmedien; Modeling; Modelling; Modellierung; Beschaffungswesen; Kauf; Helfende Beziehung; Didaktik; Trainingsmaßnahme; Technological development; Technologische Entwicklung; Holistischer Ansatz; Informationstechnologie; Arbeitnehmerinteresse
Abstract	Purpose: This paper aims to examine how instructional videos produced by retail employers and tech companies have modelled cashier roles and skills in service encounters over time, providing insights into cashier training and job responsibility evolution across different retail eras. Design/methodology/approach: Online video research is used, with YouTube as data source and the theory of practice architectures and related concepts as analytical framework, to examine 50 instructional video narratives produced between 1917 and 2021. Findings: Cashiers' selling practice comprises transactions and customer service, which are often taught separately. Technology has explicitly influenced changes in cashier work and training at three points in history: mechanised checkout (1917), computerised checkout (1980) and connected checkout (2010). "New technology" involves a combination of arrangements with the potential to transform the semantic, physical and social dimensions of cashiers' selling practice. However, despite technological advancements, employers' cashier training videos have not evolved significantly since the 1990s and still focus on emotional labour skills. Practical implications: The findings indicate a need for transforming training for service work in the connected service encounter. Originality/value: The relationship between technological innovations and changes in frontline service work and workplace learning is examined through the lens of instructional videos produced by retail employers and tech companies, giving rise to insights into limitations of current training methods for service workers. This paper suggests the need for a more holistic perspective on service encounters to understand service work and workplace learning changes. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2024/1/01