Abstract
Self-service technologies within retail enable customers to scan, bag and pay for their items independent from staff involvement. The use of self-service, due to its nature of reducing social interaction between customers and staff, has been implicated in creating opportunities for thefts to occur. However, the perception of social presence, such as induced by surveillance, induces customers to show more prosocial behavior. As security personnel are at the forefront to deal with dishonest customers, we conducted semi-structured interviews with security guards in two major supermarkets in the UK to assess factors surrounding theft, with a view to identify operational or technological opportunities to address theft. Our findings show that the perceived motivational and situational factors contributing to theft are complex. We conclude that surveillance in its current form does not appear to provide a sufficient social presence to prevent potential theft at self-service checkouts (SCOs). Future research could focus on additional surveillance measures to induce social presence, such as technological implementations in the SCO itself.
Original language | English |
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Title of host publication | HCI in business, government and organizations |
Subtitle of host publication | Supporting Business - 4th International Conference, HCIBGO 2017 Held as Part of HCI International 2017, Proceedings |
Editors | Fiona Fui-Hoon Nah, Chuan-Hoo Tan |
Place of Publication | Cham |
Publisher | Springer |
Pages | 264-281 |
Number of pages | 18 |
ISBN (Electronic) | 9783319584843 |
ISBN (Print) | 9783319584836 |
DOIs | |
Publication status | Published - 2017 |
Event | 4th International Conference on HCI in Business, Government and Organizations: Supporting Business - Vancouver Convention Centre, Vancouver, Canada Duration: 9 Jul 2017 → 14 Jul 2017 Conference number: 4th http://2017.hci.international/hcibgo |
Publication series
Name | Lecture Notes in Computer Science |
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Publisher | Springer |
Volume | 10294 |
ISSN (Print) | 0302-9743 |
ISSN (Electronic) | 1611-3349 |
Conference
Conference | 4th International Conference on HCI in Business, Government and Organizations |
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Abbreviated title | HCIBGO 2017 |
Country | Canada |
City | Vancouver |
Period | 9/07/17 → 14/07/17 |
Internet address |