Retail companies usually come forward to recover lost sales only after having faced with a situation indicating decline of sales and profitability. In the retail organization context, a cord has to strike between technology and employees so as to streamline the backend operation. The case study looks into some of the striking features of retail store operation and customer interaction at point of sale as subtle differences are difficult to discern. Sometimes the very sight of a bustling Point-Of-Sale (POS) terminal is irksome to both customers waiting to make payments at these terminals in the Pantaloons retail outlet in Bhubaneswar. The case attempts to bring about the various nuances of customer dismay which a retail organization has to combat in order to retain their clients and offer seamless delight in terms of their shopping experience.
De, T., Majumdar, A., & Panda, J. P. (2011). Creating Customer Delight @ POS in Pantaloon Retail Store. IMT Case Journal, 2(1), 1-12. https://jetbm.imtnagpur.ac.in/journal/vol2/iss1/1