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:
Zdroj: Journal of Service Science Research. 8:1-39
ISSN: 2093-0739
2093-0720
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