Social presence and dishonesty

perceptions from security guards

Susan Siebenaler, Andrea Szymkowiak*, Paul Robertson, Graham Johnson, Jan Law

*Corresponding author for this work

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

1 Citation (Scopus)
25 Downloads (Pure)

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 languageEnglish
Title of host publicationHCI in business, government and organizations
Subtitle of host publicationSupporting Business - 4th International Conference, HCIBGO 2017 Held as Part of HCI International 2017, Proceedings
EditorsFiona Fui-Hoon Nah, Chuan-Hoo Tan
Place of PublicationCham
PublisherSpringer
Pages264-281
Number of pages18
Volume10294 LNCS
ISBN (Electronic)9783319584843
ISBN (Print)9783319584836
DOIs
Publication statusPublished - 2017
Event4th International Conference on HCI in Business, Government and Organizations: Supporting Business - Vancouver Convention Centre, Vancouver, Canada
Duration: 9 Jul 201714 Jul 2017
Conference number: 4th
http://2017.hci.international/hcibgo

Publication series

NameLecture Notes in Computer Science
PublisherSpringer
Volume10294
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference4th International Conference on HCI in Business, Government and Organizations
Abbreviated titleHCIBGO 2017
CountryCanada
CityVancouver
Period9/07/1714/07/17
Internet address

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larceny
customer
surveillance
staff
personnel
interaction
interview

Cite this

Siebenaler, S., Szymkowiak, A., Robertson, P., Johnson, G., & Law, J. (2017). Social presence and dishonesty: perceptions from security guards. In F. F-H. Nah, & C-H. Tan (Eds.), HCI in business, government and organizations: Supporting Business - 4th International Conference, HCIBGO 2017 Held as Part of HCI International 2017, Proceedings (Vol. 10294 LNCS, pp. 264-281). (Lecture Notes in Computer Science; Vol. 10294). Cham: Springer. https://doi.org/10.1007/978-3-319-58484-3, https://doi.org/10.1007/978-3-319-58484-3_21
Siebenaler, Susan ; Szymkowiak, Andrea ; Robertson, Paul ; Johnson, Graham ; Law, Jan. / Social presence and dishonesty : perceptions from security guards. HCI in business, government and organizations: Supporting Business - 4th International Conference, HCIBGO 2017 Held as Part of HCI International 2017, Proceedings. editor / Fiona Fui-Hoon Nah ; Chuan-Hoo Tan. Vol. 10294 LNCS Cham : Springer, 2017. pp. 264-281 (Lecture Notes in Computer Science).
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title = "Social presence and dishonesty: perceptions from security guards",
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.",
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Siebenaler, S, Szymkowiak, A, Robertson, P, Johnson, G & Law, J 2017, Social presence and dishonesty: perceptions from security guards. in FF-H Nah & C-H Tan (eds), HCI in business, government and organizations: Supporting Business - 4th International Conference, HCIBGO 2017 Held as Part of HCI International 2017, Proceedings. vol. 10294 LNCS, Lecture Notes in Computer Science, vol. 10294, Springer, Cham, pp. 264-281, 4th International Conference on HCI in Business, Government and Organizations, Vancouver, Canada, 9/07/17. https://doi.org/10.1007/978-3-319-58484-3, https://doi.org/10.1007/978-3-319-58484-3_21

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 proceedingConference 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.

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DO - 10.1007/978-3-319-58484-3

M3 - Conference contribution

SN - 9783319584836

VL - 10294 LNCS

T3 - Lecture Notes in Computer Science

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EP - 281

BT - HCI in business, government and organizations

A2 - Nah, Fiona Fui-Hoon

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Siebenaler S, Szymkowiak A, Robertson P, Johnson G, Law J. Social presence and dishonesty: perceptions from security guards. In Nah FF-H, Tan C-H, editors, HCI in business, government and organizations: Supporting Business - 4th International Conference, HCIBGO 2017 Held as Part of HCI International 2017, Proceedings. Vol. 10294 LNCS. Cham: Springer. 2017. p. 264-281. (Lecture Notes in Computer Science). https://doi.org/10.1007/978-3-319-58484-3, https://doi.org/10.1007/978-3-319-58484-3_21