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2015 | OriginalPaper | Buchkapitel

Dishonest Behavior at Self-Service Checkouts

verfasst von : Susan Creighton, Graham Johnson, Paul Robertson, Jan Law, Andrea Szymkowiak

Erschienen in: HCI in Business

Verlag: Springer International Publishing

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Abstract

Self-service technology could be argued as creating less personal transactions when compared to traditional checkouts involving a sales assistant for the entire transaction process, which may affect customer behavior. The aim of our study was to investigate the perceived influence of social presence at self-service checkouts by staff and its perceived effect on dishonest customer behavior. Twenty-six self-service checkout staff took part in a series of semi-structured interviews to describe customer behaviors with self-service. With respect to actual physical social presence, staff reported that more customer thefts occurred when the self-service checkouts were busy and their social presence was reduced. Staff also reported that perceived and actual social presence is likely to reduce thefts. Future research will elaborate to which extent the perceived social presence via technological systems might support staff in their task to assist customers and reduce dishonest behavior.

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Vorheriges Kapitel The Influence of Location and Social Network on Customers’ Acceptance of Mobile Marketing: Evidence from Group Buying Field Experiment

Nächstes Kapitel Consumer Adoption of Social Commerce

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Titel: Dishonest Behavior at Self-Service Checkouts
verfasst von: Susan Creighton
Graham Johnson
Paul Robertson
Jan Law
Andrea Szymkowiak
Verlag: Springer International Publishing
Buch: HCI in Business
Print ISBN: 978-3-319-20894-7

Electronic ISBN: 978-3-319-20895-4

Copyright-Jahr: 2015
DOI: https://doi.org/10.1007/978-3-319-20895-4_25

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