Self-service technology in supermarkets - Do frontline staff still matter?
Article
Sharma, P., Ueno, A. and Kingshott, R. 2021. Self-service technology in supermarkets - Do frontline staff still matter? Journal of Retailing and Consumer Services. 59, pp. 1-10. https://doi.org/10.1016/j.jretconser.2020.102356
Type | Article |
---|---|
Title | Self-service technology in supermarkets - Do frontline staff still matter? |
Authors | Sharma, P., Ueno, A. and Kingshott, R. |
Abstract | This paper uses the concept of psychological distance under construal level theory to explore the differences in the customers’ evaluations of overall store quality, satisfaction and loyalty, based on their experiences with the traditional staff-checkout method and the relatively new self-checkout machines. Two empirical studies, a field survey with retail shoppers in UK (N1 = 313) and an online survey with members of a consumer panel in Australia (N2 = 474), show that the perceived quality of staff checkout has a stronger positive impact on the overall store quality, satisfaction and loyalty, than the quality of self-checkout. Similarly, satisfaction with staff-checkout has a stronger positive effect on store satisfaction and loyalty, than the satisfaction with self-checkout. |
Keywords | Checkout methods; Self-service technology; Store loyalty; Store quality; Supermarkets |
Publisher | Elsevier |
Journal | Journal of Retailing and Consumer Services |
ISSN | 0969-6989 |
Electronic | 1873-1384 |
Publication dates | |
Online | 26 Oct 2020 |
Mar 2021 | |
Publication process dates | |
Deposited | 29 Oct 2020 |
Accepted | 20 Oct 2020 |
Submitted | 23 May 2020 |
Output status | Published |
Accepted author manuscript | License File Access Level Open |
Copyright Statement | © 2020. This manuscript version is made available under the CC-BY-NC-ND 4.0 license |
Digital Object Identifier (DOI) | https://doi.org/10.1016/j.jretconser.2020.102356 |
Web of Science identifier | WOS:000608972200017 |
Language | English |
https://repository.mdx.ac.uk/item/89262
Download files
Accepted author manuscript
201025JJRC_2020_778R1FinalManuscript.pdf | ||
License: CC BY-NC-ND 4.0 | ||
File access level: Open |
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