Analysis of Lauren's Balancing Act Case Study, De Marco Store

This case study examines Lauren Brewster's initiative to transform De Marco's department store into an elite personalized shopping experience. The analysis delves into the implementation of a new incentive program, focusing on direct commission and treating customers as personal clientele. The study highlights key issues such as employee dissatisfaction, aggressive sales tactics, and resentment over wage disparities. Relevant theories, including Vroom's expectancy theory, positive direct reinforcement, and job enrichment, are applied to explain employee motivation and behavior. The advantages of the new system, such as increased revenue and customer loyalty, are contrasted with disadvantages like a hostile work environment and employee conflicts. The impact on working culture is assessed, including the shift towards a competitive atmosphere and the erosion of teamwork. The analysis then addresses specific questions regarding employee complaints, potential solutions like sales training and job rotation, and the risks associated with personalized customer service, ultimately concluding with recommendations for balancing employee and customer loyalty to ensure the company's sustainability.