Word: coops
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Smaller neighborhood stores like Grolier Poetry Bookshop, the Harvard Book Store, Schoenhof's Foreign Books and WordsWorth have coexisted with the mammoth Coop by hiring personable and knowledgeable clerks, and by carving out a niche in the Square's unique market...
...both the Coop and its brick-and-mortar competitors have been forced to regroup and to adapt their business strategies to the changing climate...
...Coop says it is now trying for a small-store feel in response to customer complaints of staff miscommunication...
...Coop's sheer size and volume has sometimes led to a lack of personalized customer service, some customers...
...Sullivan says that the Coop's three-year-old affiliation with Barnes & Noble has helped it narrow the customer service gap between itself and smaller stores...