Brick-and-mortar retailers hoping to fend off Amazon.com Inc. need to deploy the one weapon that could set them apart: top-notch customer service, provided by people, according to a Bloomberg News commentary. But making that goal a reality relies on something they’ve not really invested in — well-trained employees with the kinds of wages and regular hours that make them want to stick around. As they boost payrolls during the crucial holiday shopping season, chains are mostly sticking to low-wage and part-time positions, according to the commentary. With unemployment at an almost 17-year low and a broader shortage of workers, it’s a tough time to change the long-established model. “It’s definitely a tighter job market, but the wage power is all with the employer,” said Scott Brown, chief economist at Raymond James Financial Inc. in St. Petersburg, Florida. Chains don’t see the need to increase compensation or add more full-time positions, he said. “Retail is usually seen as being low on the food chain, so you’re not going to see much pressure, even during the holidays.”
