Supermarket self-checkout usage in the United States

Ronald B. Larson

27 citations0/0 files storedServices Marketing Quarterly

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Technology Adoption and User Behaviour Consumer Market Behavior and Pricing Consumer Retail Behavior Studies

Abstract

While some retailers have installed more self-service checkouts, others have removed them. A possible explanation is that their customer profiles differ. Previous research provides an incomplete or inconsistent picture of self-checkout users. This study uses an Internet survey of 605 adults to explore sociodemographic and attitude linkages with supermarket self-checkout interest. Interest in self-checkouts was negatively linked with age and with technological anxiety. Risk tolerance may also influence interest. Retailers should examine their current and future customer ages when considering self-checkout installations. Technology upgrades that reduce customer anxiety and decrease potential embarrassment about using self-checkouts may increase use.

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References

1996Information Privacy: Measuring Individuals’ Concerns About Organizational Practices1 2003The influence of technology anxiety on consumer use and experiences with self-service technologies 2013Seeing the world through GREEN‐tinted glasses: Green consumption values and responses to environmentally friendly products 2000A multi‐method investigation of consumer motivations in impulse buying behavior 2001The Social Desirability Scale-17 (SDS-17)2002An Empirical Examination of the Concern for Information Privacy Instrument 2003The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores 2017Shopper-Facing Retail Technology: A Retailer Adoption Decision Framework Incorporating Shopper Attitudes and Privacy Concerns

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2023Feeling rewarded and entitled to be served: Understanding the influence of self- versus regular checkout on customer loyalty 2023Achieving agency within imperfect automation: Working customers and self-service technologies

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