Product details

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Abstract

John Combs and Adam Catlin (Catlin) were 'people greeters' at Walmart stores in the US who suffered from cerebral palsy. They were two among the many greeters employed by Walmart who had disabilities or were aged as well. These greeters were severely affected by the policy change at the retailer regarding their employment. In May 2016, Walmart changed the greeter's job profile to 'customer host'. The revised job description was used in pilots since 2015 to hire and fire greeters. This new description required the disabled/ old greeters to perform hardy tasks which they would not be capable of. When Catlin's mother posted his story on Facebook in February 2019, it went viral and caused a backlash against the retailer amongst activists, shoppers, the public and employees. Even though Walmart offered a 60 day notice period for the affected greeters and also to provide them with alternate jobs, there was criticism from all quarters that the retail giant had not handled the crisis well. Experts wondered whether this would affect the brand image of Walmart in the long run.

Teaching and learning

This item is suitable for undergraduate courses.

Time period

The events covered by this case took place in 2019.

Geographical setting

Region:
Americas
Country:
United States
Location:
New York

About

Abstract

John Combs and Adam Catlin (Catlin) were 'people greeters' at Walmart stores in the US who suffered from cerebral palsy. They were two among the many greeters employed by Walmart who had disabilities or were aged as well. These greeters were severely affected by the policy change at the retailer regarding their employment. In May 2016, Walmart changed the greeter's job profile to 'customer host'. The revised job description was used in pilots since 2015 to hire and fire greeters. This new description required the disabled/ old greeters to perform hardy tasks which they would not be capable of. When Catlin's mother posted his story on Facebook in February 2019, it went viral and caused a backlash against the retailer amongst activists, shoppers, the public and employees. Even though Walmart offered a 60 day notice period for the affected greeters and also to provide them with alternate jobs, there was criticism from all quarters that the retail giant had not handled the crisis well. Experts wondered whether this would affect the brand image of Walmart in the long run.

Teaching and learning

This item is suitable for undergraduate courses.

Settings

Time period

The events covered by this case took place in 2019.

Geographical setting

Region:
Americas
Country:
United States
Location:
New York

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