Dishonest behavior at self-service checkouts

Susan Creighton, Graham I. Johnson, Paul Robertson, Jan Law, Andrea Szymkowiak

Research output: Chapter in Book/Report/Conference proceedingConference contribution

3 Citations (Scopus)
281 Downloads (Pure)


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.
Original languageEnglish
Title of host publicationHCI in Business
Subtitle of host publicationSecond International Conference, HCIB 2015, Held as Part of HCI International 2015, Los Angeles, CA, USA, August 2-7, 2015, Proceedings
EditorsFiona Fui-Hoon Nah, Chuan-Hoo Tan
Place of PublicationLondon
Number of pages12
ISBN (Electronic)9783319208954
ISBN (Print)9783319208947
Publication statusPublished - 21 Jul 2015
Event2nd International Conference on HCI in Business (HCIB 2015) - Los Angeles, United States
Duration: 2 Aug 20157 Aug 2015
Conference number: 2nd

Publication series

NameLecture Notes in Computer Science
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Conference2nd International Conference on HCI in Business (HCIB 2015)
Abbreviated titleHCIB 2015
Country/TerritoryUnited States
CityLos Angeles
Internet address


  • Self-service
  • Social presence
  • Dishonest behavior


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