Assisted vs. self-checkout in retail: An empirical analysis of the impact of operational process dimensions on customer satisfaction, recommendation and reuse

Autor:	Eduardo Daniel Prieto, Philip G. Moscoso, Alejandro Lago, Marlene Amorim
Rok vydání:	2016
Předmět:	Voice of the customer Customer retention Service quality Process management 05 social sciences Customer advocacy Customer equity 0502 economics and business 050211 marketing Customer satisfaction Business Marketing Customer intelligence Customer to customer 050203 business & management
Zdroj:	Journal of Service Science Research. 8:1-39
ISSN:	2093-0739 2093-0720
DOI:	10.1007/s12927-016-0001-z
Popis:	In this paper we compare check-out alternatives with different levels of customer participation with regard to the impact that operational process dimensions have on customers. The study was conducted in a supermarket offering two types of check-out options: conventionally assisted, and self-service. Our analysis focused on the impact of three operational dimensions of check-out processes (efficiency, assistance, and convenience) on customer satisfaction, recommendation and reuse. Our results show that the impact of these dimensions on customers is relevant, but varies according to the level of customer participation (assisted vs. self-check-out). This has important implications for the adoption and management of self-checkout in retail practice.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::d2cc7acc6588e4607034c60a23c37d6e https://doi.org/10.1007/s12927-016-0001-z Zobrazit plný text záznamu Full text from SpringerLink