Company has changed during it's struggle sin recent years. The pressure for sales numbers on the store and associates has increased, with stores looking for shortcuts that really walk the line of ethics to the customer. They have strayed from a "do what's right for the customer," to a "do what's right for the store/business." They have made many questionable decisions from a technology stand point and have fallen flat (HUGE promotion behind the Playbook, while RIMM were truly behind FutureShop; late getting in bed with Apple), as well as a failure to grow their high margin business in copying for businesses, despite attempt after attempt.
They have tried, and failed, to implement many new procedures, values and selling principals to stir the business. This leads to a perception of panic, misdirection and mismanagement while to keep shareholders happy. They have recently let many people go in upper company management, sat DMs down to say "your position is no longer needed" and have begun to close stores.
Bonus structure has changed, making it more difficult to attain as it is not based on your store's performance, it's only a part of the calculation. Also, they have cancelled manager's salary increases from performances review several years in order to maintain certain benefits to associates and pad the profit line.
