Occasionally, retail employees “break the rules” to help customers. However, what inspires some to do so? For example, a shop assistant who provides a refund without a docket, or a flight attendant who arranges a free meal for a passenger who is unable to pay.
Professor Gary MortimerBrowsing
Professor Gary Mortimer is an active researcher in the areas of food retailing, retail marketing and consumer behaviour. He has published and presented over 100 academic manuscripts, articles and reports and presentations to industry. Prior to joining QUT, Gary spent over 25 years working with some of Australia’s largest general merchandise and food retailers. Dr Mortimer was appointed to the Advisory Board of the Institute of Food Products Marketing, Philadelphia (US) and holds editorial board positions with the Journal of Retailing and Consumer Services and the International Journal of Bank Marketing. Widely recognized as Australia’s leading retail expert, he is a regular commentator across mainstream media, newspapers, current affairs, television and radio. Professor works extensively with Nine’s news and current affairs programs, as well as the Australian Broadcast Corporation and online media agencies like News.com, Smart Company and Inside Retail.