Walden University ScholarWorks Walden Dissertations and Doctoral Studies Walden Dissertations and Doctoral Studies Collection 2020 Strategies to Improve Employee Retention in the Small Retail Industry Martin Anokwah Owusu Walden University Follow this and additional works at: https://scholarworks.waldenu.edu/dissertations Part of the Business Commons This Dissertation is brought to you for free and open access by the Walden Dissertations and Doctoral Studies Collection at ScholarWorks. It has been accepted for inclusion in Walden Dissertations and Doctoral Studies by an authorized administrator of ScholarWorks. For more information, please contact [email protected]. Walden University College of Management and Technology This is to certify that the doctoral study by Martin Anokwah Owusu 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. Daniel Smith, Committee Chairperson, Doctor of Business Administration Faculty Dr. Christopher Beehner, Committee Member, Doctor of Business Administration Faculty Dr. Diane Dusick, University Reviewer, Doctor of Business Administration Faculty Chief Academic Officer and Provost Sue Subocz, Ph.D. Walden University 2020 Abstract Strategies to Improve Employee Retention in the Small Retail Industry by Martin Anokwah Owusu MSM, Troy University, 2006 BSc, La Grange College, 2000 Dissertation Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University August 2020 Abstract The high turnover rates of entry-level employees adversely affect the profits of small retail businesses. Small business owners in Ghana may benefit by retaining entry-level employees and reducing replacement and training costs. Grounded in Herzberg’s two- factor theory, the purpose of this descriptive, single-case study was to identify strategies some small retail business leaders in Accra, Ghana, used to reduce the high rate of entry- level employee turnover. The participants were 6 retail business leaders recommended by their director of human resources because of the participants’ experience implementing strategies to minimize entry-level employees’ high turnover rates. Data were collected from face-to-face interviews with 6 leaders and a 3-member focus group discussion. The data were analyzed using Yin’s five-step process of analysis, and 5 themes emerged: training, trust, mentoring, motivation, and incentives. Small business leaders should provide mentoring, training, and incentives to develop new employees’ trust and motivation. Improving retention rates of entry-level employees may contribute to positive social change by increasing employees’ incomes and business growth, thereby contributing to additional tax revenue that will benefit hospitals, schools, community infrastructure, and job creation. Also, a better work environment contributes to the worth and dignity of entry-level employees. Strategies to Improve Employee Retention in the Small Retail Industry by Martin Anokwah Owusu MSM, Troy University, 2006 BSc, La Grange College, 2000 Dissertation Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University August 2020 Dedication This doctoral study is dedicated to the Almighty God Christ for His love and blessings and for giving me the knowledge and strength to complete this doctoral program. First and foremost, I dedicate this doctoral study to my lovely mother, Margaret Manu Sarpong. My mother was my biggest supporter and my role model. Margaret, a woman who never stepped foot in a classroom, understood the importance of education and promised to give all of her children a formal education. Thank you, Mom, for your hard work in giving my siblings and me the chance to have better opportunities in life. Second, I dedicate this study to my sister, Mrs. Felicia Boamah, and her husband, Joseph Yaw Nsafoah. Thank you for raising me as one of your children. I am forever appreciative of the genuine support and sacrifices that you made. Lastly, I dedicate this degree to my wife, Victoria Thompson, and my two children, Afuah Owusu and Kwaku Owusu. Thank you for your support and encouragement throughout this doctoral journey. To my children, never stop striving to achieve your ultimate goals. Be mindful where you stop to inquire about the direction of life and remember that the principal enemies of success are negative people and unproductive people. Those who never succeed themselves will always be the first to tell you how they think that you can succeed. Thank you for your love and unconditional support. I made it, and you can, too. Acknowledgments I wish to thank my doctoral committee members for their specific and professional guidance and advice throughout this doctoral process. I extend my appreciation and thanks to Dr. Daniel Smith, my chair and mentor, for his encouragement, guidance, mentorship, patience, constant feedback, and support, all of which made me view things from different perspectives. To Dr. Christopher Beehner, my second committee member, thank you for helping me to become a better scholar. I appreciate your contributions, quick responses, constructive criticism, and feedback when reviewing my doctoral study. I also wish to thank Dr. Diane Dusick, the university research reviewer, for reviewing my study and ensuring that it adhered to Walden University’s requirements. This journey would not have been successful without your professional input. Finally, I wish to thank my other family members and course mates for their kind support, assistance, and encouragement during my time at Walden. To my course mates, I wish all of you success in completing your own studies. Table of Contents List of Tables ...................................................................................................................... v Section 1: Foundation of the Study ......................................................................................1 Background of the Problem .......................................................................................... 2 Problem Statement ........................................................................................................ 3 Purpose Statement ......................................................................................................... 3 Nature of the Study ....................................................................................................... 3 Research Question ........................................................................................................ 5 Interview Questions ...................................................................................................... 5 Conceptual Framework ................................................................................................. 6 Operational Definitions ................................................................................................. 7 Assumptions, Limitations, and Delimitations ............................................................... 8 Assumptions .............................................................................................................8 Limitations ...............................................................................................................9 Delimitations ............................................................................................................9 Significance of the Study .............................................................................................10 Contributions to Business Practice ........................................................................11 Implications for Social Change ..............................................................................11 Review of the Professional and Academic Literature ..................................................12 Organization of the Literature Review ........................................................................14 Herzberg’s Two-Factor Theory ...................................................................................15 Research on the Retail Sector ......................................................................................22 i Research on Retention Strategies.................................................................................24 Research on Leadership ...............................................................................................26 Work-Life Balance.................................................................................................31 Compensation ........................................................................................................32 Research on Job Dissatisfaction...................................................................................34 Research on Organizations and Ethics .........................................................................36 Research on Employee Turnover .................................................................................40 Research on Employee Rewards ..................................................................................43 Research on Training and Education ...........................................................................44 Research on Employee Engagement ............................................................................47 Summary and Transition ..............................................................................................50