Role reversal

Yesterday i went to Spencers daily - Ashok Nagar. It was literally empty with only one or two customers. They have changed the entire set up and the display patterns.
Logic and the strategy behind the display and arrangement of products were pathetic. It was not customer friendly at all. I could see so many unwanted products on display and a clutter of the products. The products were just thrown in their shelves and were packed. I think same disorganisation drove Subiksha - the once pioneer in the departmental stores segment out of the market. And it seems Spencers too is following the same mantra. The staffs were just acting disoriented and without concern.
This reminds me of the book "As the crow flies" - Jeffrey Archer. He would have dealt beautifully the rise of the conglomerate and the strategies and policies that goes into the upbringing of the largest store. Right from the AGM to appointment of directors to the motion study all aspects related to the accounting and commerce would have been methodologically dealt with. Even the world wars would find its place and the impact of the same on the trade and commerce would have been dealt. Instead of maintaining bitterness towards the British who held us, we, at some point of time would feel sympathy towards them.
On the whole I like Archer simply for the fact that he not only deals with the plot of the story but also with other information related.
Now to the original context of the post, In this story he would enlist how one should deal with the customers and the importance of display and strategical placement of goods.
Local departmental stores seems to have caught up with the trend with their personal attention to the details and customer friendly approach.
Is this called role reversal?