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 |
|---|---|
| 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 |
| Volume | 10294 LNCS |
| 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 |
|---|---|
| Publisher | Springer |
| Volume | 10294 |
| ISSN (Print) | 0302-9743 |
| ISSN (Electronic) | 1611-3349 |
Conference
| Conference | 4th International Conference on HCI in Business, Government and Organizations |
|---|---|
| Abbreviated title | HCIBGO 2017 |
| Country | Canada |
| City | Vancouver |
| Period | 9/07/17 → 14/07/17 |
| Internet address |
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Social presence and dishonesty : perceptions from security guards. / Siebenaler, Susan; Szymkowiak, Andrea; Robertson, Paul; Johnson, Graham; Law, Jan.
HCI in business, government and organizations: Supporting Business - 4th International Conference, HCIBGO 2017 Held as Part of HCI International 2017, Proceedings. ed. / Fiona Fui-Hoon Nah; Chuan-Hoo Tan. Vol. 10294 LNCS Cham : Springer, 2017. p. 264-281 (Lecture Notes in Computer Science; Vol. 10294).Research output: Chapter in Book/Report/Conference proceeding › Conference contribution
TY - GEN
T1 - Social presence and dishonesty
T2 - perceptions from security guards
AU - Siebenaler, Susan
AU - Szymkowiak, Andrea
AU - Robertson, Paul
AU - Johnson, Graham
AU - Law, Jan
PY - 2017
Y1 - 2017
N2 - 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.
AB - 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.
U2 - 10.1007/978-3-319-58484-3
DO - 10.1007/978-3-319-58484-3
M3 - Conference contribution
SN - 9783319584836
VL - 10294 LNCS
T3 - Lecture Notes in Computer Science
SP - 264
EP - 281
BT - HCI in business, government and organizations
A2 - Nah, Fiona Fui-Hoon
A2 - Tan, Chuan-Hoo
PB - Springer
CY - Cham
ER -