Dishonest behavior at self-service checkouts

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

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

2 Citations (Scopus)
104 Downloads (Pure)

Abstract

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
PublisherSpringer
Pages267-278
Number of pages12
ISBN (Electronic)9783319208954
ISBN (Print)9783319208947
DOIs
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
http://www.hci.international/2015

Publication series

NameLecture Notes in Computer Science
PublisherSpringer
Volume9191
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference2nd International Conference on HCI in Business (HCIB 2015)
Abbreviated titleHCIB 2015
CountryUnited States
CityLos Angeles
Period2/08/157/08/15
Internet address

Fingerprint

customer
staff
larceny
transaction
assistant
sales
interview

Cite this

Creighton, S., Johnson, G., Robertson, P., Law, J., & Szymkowiak, A. (2015). Dishonest behavior at self-service checkouts. In F. F-H. Nah, & C-H. Tan (Eds.), HCI in Business: Second International Conference, HCIB 2015, Held as Part of HCI International 2015, Los Angeles, CA, USA, August 2-7, 2015, Proceedings (pp. 267-278). (Lecture Notes in Computer Science; Vol. 9191). London: Springer. https://doi.org/10.1007/978-3-319-20895-4_25
Creighton, Susan ; Johnson, Graham ; Robertson, Paul ; Law, Jan ; Szymkowiak, Andrea. / Dishonest behavior at self-service checkouts. HCI in Business: Second International Conference, HCIB 2015, Held as Part of HCI International 2015, Los Angeles, CA, USA, August 2-7, 2015, Proceedings. editor / Fiona Fui-Hoon Nah ; Chuan-Hoo Tan. London : Springer, 2015. pp. 267-278 (Lecture Notes in Computer Science).
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abstract = "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.",
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Creighton, S, Johnson, G, Robertson, P, Law, J & Szymkowiak, A 2015, Dishonest behavior at self-service checkouts. in FF-H Nah & C-H Tan (eds), HCI in Business: Second International Conference, HCIB 2015, Held as Part of HCI International 2015, Los Angeles, CA, USA, August 2-7, 2015, Proceedings. Lecture Notes in Computer Science, vol. 9191, Springer, London, pp. 267-278, 2nd International Conference on HCI in Business (HCIB 2015), Los Angeles, United States, 2/08/15. https://doi.org/10.1007/978-3-319-20895-4_25

Dishonest behavior at self-service checkouts. / Creighton, Susan; Johnson, Graham; 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 proceedingConference contribution

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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.

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Creighton S, Johnson G, Robertson P, Law J, Szymkowiak A. Dishonest behavior at self-service checkouts. In Nah FF-H, Tan C-H, editors, HCI in Business: Second International Conference, HCIB 2015, Held as Part of HCI International 2015, Los Angeles, CA, USA, August 2-7, 2015, Proceedings. London: Springer. 2015. p. 267-278. (Lecture Notes in Computer Science). https://doi.org/10.1007/978-3-319-20895-4_25