Dishonest behavior at self-service checkouts

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

doi:10.1007/978-3-319-20895-4_25

Dishonest behavior at self-service checkouts

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

Division of Games and Arts

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

3 Citations (Scopus)

281 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 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	https://doi.org/10.1007/978-3-319-20895-4_25
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/Territory	United States
City	Los Angeles
Period	2/08/15 → 7/08/15
Internet address	http://www.hci.international/2015

Keywords

Self-service
Social presence
Dishonest behavior

Access to Document

10.1007/978-3-319-20895-4_25

Szymkowiak_DishonestBehaviorAtSelf-ServiceCheckouts_Author_2015Accepted author manuscript, 628 KB

Graham Johnson
- g520563abertay.acuk
- Division of Cybersecurity - Professor of Human-Centred Technology
Person: Academic
Andrea Szymkowiak
- A511207abertay.acuk
- Division of Cybersecurity - Senior Lecturer
Person: Academic

Cite this

Creighton, S., Johnson, G. I., 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). Springer. https://doi.org/10.1007/978-3-319-20895-4_25

Creighton, Susan ; Johnson, Graham I. ; Robertson, Paul et al. / 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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title = "Dishonest behavior at self-service checkouts",

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.",

author = "Susan Creighton and Johnson, {Graham I.} and Paul Robertson and Jan Law and Andrea Szymkowiak",

year = "2015",

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series = "Lecture Notes in Computer Science",

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editor = "{ Nah}, {Fiona Fui-Hoon} and Chuan-Hoo Tan",

booktitle = "HCI in Business",

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Creighton, S, Johnson, GI, 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, California, 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 I.; Robertson, Paul et al.

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

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AU - Johnson, Graham I.

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AU - Law, Jan

AU - Szymkowiak, Andrea

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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 GI, 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). doi: 10.1007/978-3-319-20895-4_25

Dishonest behavior at self-service checkouts

Abstract

Publication series

Conference

Keywords

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Graham Johnson

Andrea Szymkowiak

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