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The influence of focus group feedback on the three organizational levels of an international retailer

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Investigates the impact of three organizational levels ‐ organizational, process and individual/job ‐ on the current effectiveness of meeting goals regarding holiday sales and product display in an international retailer. Explores the need for change by means of a three-part project using seven focus groups with 38 district managers and 84 department managers from each region of the continental USA except the West Coast. Identifies, from the results of the group feedback, changes that were felt to be needed in the three organizational levels. Concludes that a holistic approach is needed in order to enhance performance rather than approaching performance issues from a unilateral perspective.
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Keywords: Case studies; Feedback; Groups; International trade; Organization; Retailing

Document Type: Research Article

Publication date: March 1, 2002

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