Strategies for Improving First-Line Supervisor Problem-Solving Abilities in the Retail Supermarket

136 Pages·2017·0.77 MB·English

Walden University
ScholarWorks
Walden Dissertations and Doctoral Studies
Walden Dissertations and Doctoral Studies
Collection
2016
Strategies for Improving First-Line Supervisor
Problem-Solving Abilities in the Retail
Supermarket Industry
John E. Jarvis
Walden University
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Walden University

College of Management and Technology

This is to certify that the doctoral study by

John Jarvis

has been found to be complete and satisfactory in all respects,
and that any and all revisions required by
the review committee have been made.

Review Committee
Dr. Irene Williams, Committee Chairperson, Doctor of Business Administration Faculty

Dr. Annie Brown, Committee Member, Doctor of Business Administration Faculty

Dr. James Savard, University Reviewer, Doctor of Business Administration Faculty

Chief Academic Officer
Eric Riedel, Ph.D.

Walden University
2016
Abstract
Strategies for Improving First-Line Supervisor Problem-Solving Abilities in the Retail
Supermarket Industry
by
John Edward Jarvis

MS, High Point University, 2000
BA, Marshall University, 1991

Doctoral Study Submitted in Partial Fulfillment
of the Requirements for the Degree of
Doctor of Business Administration

Walden University
December 2016
Abstract
First-line supervisors in U.S. retail organizations are unable to resolve nearly 34% of
typical daily customer problems for their organizations. The purpose of this single case
study was to explore the strategies retail supermarket managers have used to improve 1st
line supervisor problem solving abilities within a retail supermarket company in
Winston-Salem, North Carolina. The conceptual framework for this study was the skills-
based leadership model. Data were collected from semistructured interviews with 4 retail
store manager participants with a successful record of improving first-line supervisor
problem solving abilities. Additionally, the review of company documents including
training guides, training checklists, job descriptions, annual goal setting templates, and
company website postings supplemented the semistructured interviews. Data analysis
entailed coding, conceptualizing concepts and ideas, identifying themes, and member-
checking to ensure the trustworthiness of interpretations. Based on the methodological
triangulation of the data collected, 4 themes emerged after the data analysis: (a) the
importance of communicating expectations with first-line supervisors, (b) coaching first-
line supervisors on performance, (c) first-line supervisor learning and development, and
(d) measuring first-line supervisor performance. Findings from this study may contribute
to social change by providing insights and strategies that retail store managers can use to
improve 1st-line supervisor problem-solving abilities. Improvement in problem-solving
abilities may improve employees’ lives, communities, and organizational performance.
Strategies for Improving First-Line Supervisor Problem-Solving Abilities in the Retail
Supermarket Industry
by
John Edward Jarvis

MS, High Point University, 2000
BA, Marshall University, 1991

Doctoral Study Submitted in Partial Fulfillment
of the Requirements for the Degree of
Doctor of Business Administration

Walden University
December 2016
Dedication
I dedicate this project to my family, who tolerated me and whose support and
encouragement made life bearable and completion of this study possible.
Acknowledgements
I thank Jesus Christ for His saving grace and for providing the resources that
allowed me to complete this doctoral study. I want to thank my committee chair, Dr.
Irene Williams for her steadfast guidance, mentoring, and commitment to helping me
successfully complete my doctoral journey. I also wish to thank committee members Dr.
Annie Brown, my second committee member, and Dr. James Savard, university research
reviewer (URR), for their sage advice, guidance, and support. A special
acknowledgement goes to faculty, staff, and fellow students at Walden who inspired me
to stay focused on completing my doctoral program and study. Lastly, I wish to
acknowledge my librarian mother, Marilyn Jarvis, and her coworkers who first
introduced me to research methods during those afternoons when I was “stuck” hanging
around the public library after school. Thanks, Mom!
Table of Contents
List of Tables ..................................................................................................................... iv
List of Figures ......................................................................................................................v
Section 1: Foundation of the Study ......................................................................................1
Background of the Problem ...........................................................................................1
Problem Statement .........................................................................................................2
Purpose Statement ..........................................................................................................3
Nature of the Study ........................................................................................................3
Research Question .........................................................................................................5
Interview Questions .......................................................................................................5
Conceptual Framework ..................................................................................................5
Operational Definitions ..................................................................................................6
Assumptions, Limitations, and Delimitations ................................................................7
Assumptions ............................................................................................................ 7
Limitations .............................................................................................................. 7
Delimitations ........................................................................................................... 8
Significance of the Study ...............................................................................................8
Contribution to Business Practice ........................................................................... 8
Implications for Social Change ............................................................................... 9
A Review of the Professional and Academic Literature ................................................9
Skills-Based Leadership Model ............................................................................ 11
i
Organizational and Leadership Problems Handled by First-Line
Supervisors ................................................................................................ 25
Changing First-Line Supervisor Role ................................................................... 32
Customer Satisfaction and Organization Performance ......................................... 33
Why Managers Lack Strategies ............................................................................ 35
Rationale and Potential Impact of This Study ...................................................... 36
Transition .....................................................................................................................38
Section 2: The Project ........................................................................................................39
Purpose Statement ........................................................................................................39
Role of the Researcher .................................................................................................40
Participants ...................................................................................................................42
Research Method and Design ......................................................................................43
Research Method .................................................................................................. 43
Research Design.................................................................................................... 45
Population and Sampling .............................................................................................47
Ethical Research...........................................................................................................50
Data Collection Instruments ........................................................................................52
Data Collection Technique ..........................................................................................53
Data Organization Technique ......................................................................................56
Data Analysis ...............................................................................................................57
Reliability and Validity ................................................................................................59
Reliability .............................................................................................................. 59
ii
Validity ................................................................................................................. 60
Transition and Summary ..............................................................................................62
Section 3: Application to Professional Practice and Implications for Change ..................63
Introduction ..................................................................................................................63
Presentation of the Findings.........................................................................................63
Theme 1: Communicating Expectations ............................................................... 64
Theme 2: Performance Coaching.......................................................................... 70
Theme 3: First-Line Supervisor Learning and Development ............................... 76
Theme 4: Measuring Performance ........................................................................ 81
Summary ............................................................................................................... 86
Applications to Professional Practice ..........................................................................86
Implications for Social Change ....................................................................................88
Recommendations for Action ......................................................................................89
Recommendations for Further Research ......................................................................90
Reflections ...................................................................................................................91
Conclusion ...................................................................................................................92
References ..........................................................................................................................93
Appendix A: Consent Form .............................................................................................117
Appendix B: Interview Protocol ......................................................................................119
Appendix C: Letter of Cooperation .................................................................................122
Appendix D: Invitation to Participate in Research ..........................................................123

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