Abstract
| Original language | English |
|---|---|
| Title of host publication | HCI in Business |
| Subtitle of host publication | Second International Conference, HCIB 2015, Held as Part of HCI International 2015, Los Angeles, CA, USA, August 2-7, 2015, Proceedings |
| Editors | Fiona Fui-Hoon Nah, Chuan-Hoo Tan |
| Place of Publication | London |
| Publisher | Springer |
| Pages | 267-278 |
| Number of pages | 12 |
| ISBN (Electronic) | 9783319208954 |
| ISBN (Print) | 9783319208947 |
| DOIs | |
| Publication status | Published - 21 Jul 2015 |
| Event | 2nd International Conference on HCI in Business (HCIB 2015) - Los Angeles, United States Duration: 2 Aug 2015 → 7 Aug 2015 Conference number: 2nd http://www.hci.international/2015 |
Publication series
| Name | Lecture Notes in Computer Science |
|---|---|
| Publisher | Springer |
| Volume | 9191 |
| ISSN (Print) | 0302-9743 |
| ISSN (Electronic) | 1611-3349 |
Conference
| Conference | 2nd International Conference on HCI in Business (HCIB 2015) |
|---|---|
| Abbreviated title | HCIB 2015 |
| Country | United States |
| City | Los Angeles |
| Period | 2/08/15 → 7/08/15 |
| Internet address |
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Dishonest behavior at self-service checkouts. / Creighton, Susan; Johnson, Graham I.; Robertson, Paul; Law, Jan; Szymkowiak, Andrea.
HCI in Business: Second International Conference, HCIB 2015, Held as Part of HCI International 2015, Los Angeles, CA, USA, August 2-7, 2015, Proceedings. ed. / Fiona Fui-Hoon Nah; Chuan-Hoo Tan. London : Springer, 2015. p. 267-278 (Lecture Notes in Computer Science; Vol. 9191).Research output: Chapter in Book/Report/Conference proceeding › Conference contribution
TY - GEN
T1 - Dishonest behavior at self-service checkouts
AU - Creighton, Susan
AU - Johnson, Graham I.
AU - Robertson, Paul
AU - Law, Jan
AU - Szymkowiak, Andrea
PY - 2015/7/21
Y1 - 2015/7/21
N2 - 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.
AB - 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.
U2 - 10.1007/978-3-319-20895-4_25
DO - 10.1007/978-3-319-20895-4_25
M3 - Conference contribution
SN - 9783319208947
T3 - Lecture Notes in Computer Science
SP - 267
EP - 278
BT - HCI in Business
A2 - Nah, Fiona Fui-Hoon
A2 - Tan, Chuan-Hoo
PB - Springer
CY - London
ER -