When I started working at the big W 6 years ago most of the staff were full time and had their own dedicated sections to manage. This meant they knew their subjects inside and out and customer service was excellent, going that extra mile to help people, always making sure you pulled out all the stops to find the perfect book for the customer.
Now, due to internal HO changes, as FT staff leave they are replaced by PT staff. These booksellers don't have the opportunity to build up the knowledge the old FT staff did. Also, in many branches the way sections are managed has changed, with ordering taking place centrally and often automatically, much of the power to build up a vibrant section has been taken away from the individual booksellers.
Add into the equation that it's the age old management bullshit of "doing more with less", when I said FT leave and are replaced with PT, what I meant was 1 FT will leave and 1 PT will fill their shoes. Less hours on the job, other staff don't have the time to train them properly, they end up till fodder or stacking the shelves, and everyone loses out - the customers, the staff's morale, and the reputation of the shop.