SEARS was leaning rapidly to being more interested in pushing Credit Cards and Maintenance Plans. They started cutting back on Staff and Training. That was BEFORE internet shopping. Dad always said all they had to do was simply have their Catalogs an on line thing.
Even in today's online world, I bet people would still go to a Box Store.....IF the experience is nice. Very few stores are that anymore.
We have Publix Grocery Stores down here in Florida that are HUUUUUUUGE on Customer Service. Like every Chick Fil A, there's a reason why they are SLAMMED with Customers.