ABSTRACT
This chapter outlines the broad trends affecting retailing strategies since the late 1970s and analyzes their implications for firm-based training. An overview of trends in marketing and subsector restructuring is followed by a discussion of employment and training strategies. The retailing sector has been profoundly affected by broad changes in the world economy since 1975. The nature of competition has changed, and new types of retailers and products have appeared to fill increasingly diverse market niches. Changes in the nature of competition have caused a spontaneous restructuring of major subsectors within retailing, a process that is still underway. The emphasis on customer service, in particular, requires all employees to have better communication skills and a broader knowledge of store and back-office operations. Training has generally become more formal, with more use of video presentations and classroom teaching, and there is more investment in planning the content of training programs and classes.
