This report offers insights into the challenges faced by retail, fast-food, and distribution workers during the pandemic and recent lockdowns.  In focus is the impact on job security and worker-customer relations during the pandemic

Cooper, Rae

Foley, Meraiah

Lipton, Briony

Rutledge-Prior, Serrin

Vromen, Ariadne

Sydney eScholarship

NOVEMBER2021JOB SECURITY ANDCUSTOMER RELATIONS FOR RETAIL WORKERSAriadne VromenBriony LiptonRae CooperMeraiah FoleySerrin Rutledge-PriorPANDEMICPRESSURESPandemic Pressures 2Professor Ariadne VromenDr. Briony LiptonProfessor Rae Cooper AODr. Meraiah FoleySerrin Rutledge-Prior2021Crawford School of Public PolicyAustralian National University with University of Sydney Business SchoolActon ACT | Ngunnawal CountryAustraliaSuggested citation: Vromen, A., Lipton, B., Cooper, R., Foley, M., andRutledge-Prior, S. (2021) Pandemic Pressures: Job Security and CustomerRelations for Retail Workers, Australian National University and Universityof Sydney Business School. Pandemic Pressures 34 / INTRODUCTION4 / METHODOLOGY5 / THE AVERAGE WORKER7 /  VACCINATION STATUS8 / JOB (IN)SECURITYCONTENTS11 / CUSTOMER RELATIONS14 / REFERENCESINTRODUCTIONThe Covid-19 pandemic is changing the nature of work and theworkplace in Australia and around the world. Employees in the retail,fast-food and distribution sectors - who constitute at least 11% of theAustralian workforce - are among those whose working lives have beenimpacted significantly by the pandemic. From job losses and reduced working hours[1], to increased hostilityand abuse from customers[2][3][4], to the heightened risks of virusexposure associated with frontline work, workers in these sectors havebeen among the most affected by mental health and wellbeingissues[5] as a result of the pandemic. Furthermore, with women, young people, and other marginalisedgroups disproportionately represented[5][6] in the retail, fast-food,and distribution sectors, the pandemic's impacts on the sectorhighlights - and exacerbates - the already fragile socioeconomicposition[5] of many members of these groups.Nevertheless, the experiences and concerns of these workers havetended to be overlooked or downplayed by the media and government,relative to those of other frontline workers.This report offers insights into the challenges faced by retail, fast-food, and distribution workers during the pandemic and recentlockdowns.  In focus is the impact on job security and worker-customerrelations during the pandemic.METHODOLOGYThis report is based on work by researchers from the AustralianNational University and the University of Sydney, as part of the ARCLinkage Project, 'Designing Gender Equality into the Future of Work'which aims to investigate how women and men understand andexperience the changing nature of work and their hopes and fears forthe future. The online survey, conducted by social research company, Ipsos, inSeptember 2021, includes a demographically representative sample ofAustralian retail, fast-food, and distribution workers (n=1160). Theresearch also involved qualitative interviews with key stakeholders inthe retail sector undertaken in March-April 2021.Pandemic Pressures 4Three-fifths (61%) of respondents were women,while two-fifths were men (39%); one respondentreported a nonbinary gender identity.The largest group of respondents were underthirty (44%). The next largest group ofrespondents were aged 30-50 (34%), then 50+(22%).81% of respondents spoke only English at home,while 19% speak a language other than English athome.Just under two-thirds (63%) of respondents werein customer-facing frontline jobs, the remainderworked in warehouses, distribution or head office. At the time of the survey, a majority ofrespondents reported working in an area that wasin the midst of a lockdown in NSW, Victoria andthe ACT (60%).61%44%63%WOMENUNDER 30FRONTLINEPandemic Pressures 5YOUNGER WOMEN, CASUALS, AND ON THE FRONTLINE 19% NON-ENGLISHSPEAKINGBACKGROUND60% WORKING IN AREGION INLOCKDOWNMost respondents were in either a full-timepermanent (39%) or a casual (38%) position, with aminority working in a permanent part-time role(21%). However, while over half of men were in full-time work (55%) (with 17% permanent part-timeand 28% casual), just under a third of women werefull-time (30%) (with 25% permanent part-timeand 45% casual).Pandemic Pressures 6FOOD & BEVERAGEDISTRIBUTIONSPECIALTY RETAILSurvey respondentsby industry 168434255527751In lock down Not in lockdown100 75 50 25 0 Pandemic Pressures 7VACCINATIONSTATUSPercentage of respondents who arevaccinated, by lockdown statusMost workers reported being either partially orfully vaccinated (77%).Among those who are not, 15% report that theyplan to be, while 6% do not plan to bevaccinated and 3% prefer not to say. Working in a locked-down area tended topredict vaccination status. Among those in alocked-down region, 86% were partially or fullyvaccinated and 9% planned to be (95% acrossboth groups), while 3% either did not plan to bevaccinated or preferred not to say. Among those not in a locked-down region, 63%were partially or fully vaccinated and 23%planned to be (85%), while 15% either did notplan to be vaccinated or preferred not to say.CURRENTLY PARTIALLY OR FULLY VACCINATEDNOT YET VACCINATED BUT PLAN TO BE SOONDO NOT PLAN TO BE VACCINATEDPREFER NOT TO SAY77% vaccinatedPandemic Pressures 8JOB(IN)SECURITYAmong women, 51% of respondents claimed thatthe pandemic had decreased their job security “to agreat extent” or “somewhat”, compared with 41% ofmen.Among those aged under 30, 56% of respondentsclaimed that the pandemic had decreased their jobsecurity “to a great extent” or “somewhat”, whilethe same was said by 48% of those aged 30-50,and by 30% of those over 50.Among those workers who speak a language otherthan English at home, 60% reported that thepandemic had decreased their job security “to agreat extent” or “somewhat”, while 44% of thosewho only speak English at home felt the same.Among frontline workers, 51% claimed that thepandemic had decreased their job security “to agreat extent” or “somewhat”, while the same wassaid by 42% of non-frontline workers.Among those working in a locked-down region,53% of respondents claimed that the pandemic haddecreased their job security “to a great extent” or“somewhat”, while the same was said by 40% ofthose not working in a locked-down region.Among casual workers, 55% of respondentsclaimed that the pandemic had decreased their jobsecurity “to a great extent” or “somewhat”, whilethe same was said by 44% of permanent part-timeworkers, and 40% of permanent full-time workers.Just under half (49%) of retail workersreported that their job security haddecreased as a result of the pandemic. Those whose job security was mostaffected were  women, those under 30,frontline and casual workers, thosefrom a non-English speakingbackground, and those working in alocked-down region.Decrease in job security 'If nothing else, COVID should have taughtus, who were the people that we really valuedduring this crisis? And it was the fact thatthere was someone who was stocking thesupermarket shelves, and behind the checkout,and you know, we need to understand thatthose roles are absolutely critical roles, andthat they should be valued and respected' Retail skills expert60% 44%The pandemic has decreased my job security"to a large extent" or "somewhat"SPEAKS A LANGUAGEOTHER THANENGLISH AT HOMESPEAKS ONLYENGLISH AT HOMEPandemic Pressures 9Decrease in jobsecuritySomewhat28%To a great extent27%Not at all26%Very little19%Not at all30%Very little26%Somewhat24%To a great extent20%Not at all36.6%Somewhat24.8%Very little22.8%To a great extent15.8%The pandemic has decreased my job security...CASUALPERMANENT PART-TIMEPERMANENT FULL-TIME 10Among women, 55% of respondents reportedthat the pandemic had decreased their workinghours “to a great extent” or “somewhat”,compared with 45% of men.Among those aged under 30, 62% ofrespondents reported that their work hours haddecreased “to a great extent” or “somewhat” asa result of the pandemic, compared with 48% ofthose aged 30-50 and 34% of those over 50.Among those workers who speak a languageother than English at home, 65% reported thatthe pandemic had decreased their workinghours “to a great extent” or “somewhat”, while47% of those who only speak English at homereported the same.Among frontline workers, 54% of respondentsreported that their working hours havedecreased “to a great extent” or “somewhat” asa result of the pandemic, compared with 44% ofnon-frontline workers.Pandemic Pressures  Around half (49%) of respondentsoverall reported that their working hourshad been impacted as a result of thepandemic. Those whose hours were most affectedwere women, younger, frontline andcasual workers, those from a non-English-speaking background, andthose working in a locked-down region.Among those working in a locked-down region,57% of respondents reported that their workinghours had decreased “to a great extent” or“somewhat” as a result of the pandemic,compared with 40% of those not working in alocked-down region.Among full-time workers, 40% of respondentsreported that their working hours had decreased“to a great extent” or “somewhat” as a result ofthe pandemic, compared with 49% of permanentpart-time and 62% of casual workers.The pandemic has decreased  my working hours... (%)To a great extentSomewhatA littleNot at all60 40 20 0 <30 30-50 >50Decreased working hoursAge group65% 45%The pandemic has decreased my working hours"to a large extent" or "somewhat"SPEAKS A LANGUAGEOTHER THANENGLISH AT HOMESPEAKS ONLYENGLISH AT HOMEPandemic Pressures 11CUSTOMERRELATIONS Decreased quality ofcustomer interactionsMost respondents reported a notabledecrease in the quality of interactionswith customers during the pandemic. Those particularly impacted by thisdecrease were women, younger,frontline workers , those from a non-English-speaking background, andthose working in locked-down regions.Respondents’ work status made littledifference  to their experience ofcustomer interactionsAmong women, 63% of respondents claimed that thequality of interactions with customers has decreased“to a great extent” or “somewhat” as a result of thepandemic, while 55% of male respondents felt thesame.Among those aged under 30, 65.5% of respondentsclaimed that the quality of interactions with customershas decreased “to a great extent” or “somewhat” as aresult of the pandemic, while the same is true of 58.8%of those respondents aged 30-50, and 49.8% of thoseaged over 50.Among those workers who speak a language otherthan English at home, 68% reported that the quality oftheir interactions with customers had decreased “to agreat extent” or “somewhat” during the pandemic,while 60% of those who only speak English at homefelt the same.64% of frontline workers claimed that the quality ofinteractions with customers has decreased “to a greatextent” or “somewhat” as a result of the pandemic,while 58% of non-frontline respondents felt the same.Among those working in locked-down regions, 68% ofrespondents claimed that the quality of interactionswith customers has decreased “to a great extent” or“somewhat” as a result of the pandemic, while 53% ofrespondents not working in a locked-down region feltthe same.Among full-time workers, 60% of respondents claimedthat the quality of interactions with customers hasdecreased “to a great extent” or “somewhat” as aresult of the pandemic, while the same is true of 64%of respondents in permanent part-time positions, and64% of those in casual positions.Somewhat37%Very little23%To a great extent20%Not at all20%Somewhat39%To a great extent26%Not at all18%Very little17%The pandemic has decreased  the quality of my interactions with customers...MEN WOMEN'As you've seen the toilet paper wars of 2020meant that that concept of the humancondition - of building your nest and fillingit up with stuff - that still exists very strongly.It’s one of those kind of fight or flight things  to drag as many things back to your nest aswhat you can. Sometimes that manifests itselfin some funny ways...’ Retail centre manager Pandemic Pressures 12Stress of enforcingcustomer Covid-19safety regulationsWhen asked whether they have felt stressed enforcingcustomer COVID-19 safety compliance, 66% of womenreported feeling stressed “to a great extent”, or“somewhat”, while 58% of men reported feeling thesame. 66% of those under 30 years old, 67% of those 30-50,and 48% of those over 50, have felt stressed “to agreat extent” or “somewhat” while enforcing customerCovid safety compliance. Among those workers who speak a language otherthan English at home, 67% reported that they felt/feelstressed enforcing customer Covid-19 safetycompliance "to a great extent" or "somewhat", while62% of those who only speak English at home felt thesame.Among frontline workers, 69% of respondentsreported having felt stress “to a great extent” or“somewhat” while enforcing customer Covid safetycompliance, while 52% of non-frontline workersreported feeling the same.Among those working in locked-down areas, 65% ofrespondents reported having felt stress “to a greatextent” or “somewhat” while enforcing customer Covidsafety compliance, while 59% of non-frontline workersreported feeling the same.Among full-time workers, 59% reported feelingstressed enforcing customer Covid safety compliance“to a great extent” or “somewhat”, while 69% ofpermanent part-time and 64% of casual workers feltthe same.Most respondents experienced a fairdegree of stress in relation to enforcingCovid-19 safety compliance. Those impacted most were women, thosefrom a non-English-speaking background,  those under 50, frontline workers, thoseworking in locked-down region, and thosein permanent part-time positions.'Not only were those people deliveringan essential service, they were alsoputting their health at risk’  FRONTLINE NON-FRONTLINETo a great extentSomewhatA littleNot at all40 30 20 10 0 Felt/Feel stress at enforcing customer COVID-19 safety compliance... (%)Workforce skills expert Pandemic Pressures 13Experience ofcustomer abuseA majority of respondents (56%) reportedhaving experienced a notable increase incustomer abuse during the pandemic. Those particularly impacted by thisincrease were women, those from a non-English-speaking background, thoseunder 50, and frontline workers, Whether respondents worked in a locked-down region made no difference  to theirexperience of abuse, suggesting this is anissue larger than the pandemic. Among women respondents, 61% reported thatcustomer abuse during the pandemic hadincreased “to a great extent” or “somewhat”, whilethe same was reported among 48% of menrespondents.Among those aged under 30, 67% of respondentsreported having experienced an increase ofcustomer abuse, while 60% of those aged 30-50and 50% of those aged over 50 felt the same.Among workers who speak only English at home,62% reported that customer abuse had increased“to a great extent” or “somewhat” during thepandemic, while the same was said by 55% ofthose who speak a language(s) other than Englishat home.Among frontline workers, 59% of respondentsreported having experienced an increase incustomer abuse “to a great extent” or “somewhat”during the pandemic, compared with 50% of non-frontline workers.63% of those working in a locked-down region, and59% of those not working in a locked-down region,reported that customer abuse had increased "to agreat extent" or "somewhat".Among full-time workers, 59% of respondentsreported having experienced customer abuse “to agreat extent” or “somewhat” during the pandemic,compared with 68% of permanent part-time and59% of casual workers.Experienced an increase in customer abuse "to agreat extent" or "somewhat" during the pandemicMENWOMENPandemic Pressures 14References [1] Riches, C & Vukovic, D. 2021, “Thousands of Australianbusinesses and workers face an uncertain future asJobKeeper comes to an end”, SBS News,https://www.sbs.com.au/news/thousands-of-australian-businesses-and-workers-face-an-uncertain-future-as-jobkeeper-comes-to-an-end/17091ba0-7c1e-47e0-b449-7d039d9b7318.[2] Purtill, J. 2021, “NSW could reopen soon. Who will beresponsible for checking COVID-19 vaccine certificates?”,ABC News, https://www.abc.net.au/news/science/2021-09-27/covid-19-vaccine-certificate-who-is-responsible-for-checking/100485844.[3] NSW Government 2020, $5000 on-the-spot fine toprotect all workers, https://www.nsw.gov.au/news/5000-on-spot-fine-to-protect-all-workers.[4] Silmalis, L. 2021, “Action plan to protect retail staff fromabusive shoppers snubbing Covid conditions”, DailyTelegraph, 17 July.[5] Johnson, S. & Dunstan, J. 2021, “Victoria’s essentialworkers on frontline of COVID-19 Delta outbreak”, ABCNews, https://www.abc.net.au/news/2021-08-28/essential-workers-forgotten-victoria-outbreak-delta-covid-19/100413330.[6] Wahlquist, C. 2021, “‘Using Afterpay to buy food’:Guardian readers who lost work tell how they are survivingMelbourne’s lockdown”, The Guardian,https://www.theguardian.com/world/2021/jun/05/using-afterpay-to-buy-food-guardian-readers-who-lost-work-tell-how-they-are-surviving-melbournes-lockdown.Ariadne Vromen is Professor of Public Administration at theCrawford School of Public Policy, ANU. She is Deputy DeanResearch at the Australia and New Zealand School ofGovernment.  Dr Briony Lipton is a postdoctoral Research Fellow at theUniversity of Sydney Business School and member of theWomen and Work Research Group.Rae Cooper is Professor of Gender, Work and EmploymentRelations at the University of Sydney Business School. She isDirector of the University of Sydney Gender Equality inWorking Life Research Initiative, and co-Director of theWomen and Work Research Group.Dr Meraiah Foley is the Deputy Director of the Women andWork Research Group at The University of Sydney BusinessSchool and a Senior Lecturer in Work and OrganisationalStudies.Serrin Rutledge-Prior is a Research Officer at the CrawfordSchool of Public Policy and PhD Candidate with the School ofPolitics and International Relations, ANU.

Pandemic Pressures: Job Security and Customer Relations for Retail Workers

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Pandemic Pressures: Job Security and Customer Relations for Retail Workers

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