The chapter discussed the Internet as a disruptive innovation that has facilitated online retailing. It also, however, has presented challenges to brickand-mortar retailers. How might retailers such as Nordstrom, Neiman Marcus, or Macy’s need to change their in-store experience in order to continue to attract a flow of customers into their stores to expand sales using direct selling and store displays of the actual merchandise? If the Internet continues to grow and sales of brick-andmortar retailers decline, how might the retailers attract, train, and retain high-quality employees if the industry is perceived as in decline?
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