How do Customers Respond to Self-Service Technology in Retail Shops?

[simple-author-box]

Retailers use Self-Service Technology (SST) to make shopping for their customers more convenient. Some retailers even offer a smartphone app that lets customers scan items as they shop. “They pay on their phone, skipping the physical checkout counter entirely” writes Lauren Zumbach, recently in Phys.Org. Is self-checkout a time-saver for customers, or is it just another gadget that can go wrong, or is not understood nor trusted by customers?

Continue reading How do Customers Respond to Self-Service Technology in Retail Shops?