Self-service technology in supermarkets – Do frontline staff still matter?
This paper uses the concept of psychological distance under construal level theory to explore the differences in the customers’ evaluations of overall store quality, satisfaction and loyalty, based on their experiences with the traditional staff-checkout method and the relatively new selfcheckout...
| Main Authors: | , , |
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| Format: | Journal Article |
| Published: |
Elsevier
2020
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| Online Access: | http://hdl.handle.net/20.500.11937/81491 |
| _version_ | 1848764376788500480 |
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| author | Sharma, Piyush Ueno, Akiko Kingshott, Russel |
| author_facet | Sharma, Piyush Ueno, Akiko Kingshott, Russel |
| author_sort | Sharma, Piyush |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | This paper uses the concept of psychological distance under construal level theory to explore the
differences in the customers’ evaluations of overall store quality, satisfaction and loyalty, based
on their experiences with the traditional staff-checkout method and the relatively new selfcheckout machines. Two empirical studies, a field survey with retail shoppers in UK (N1=313)
and an online survey with members of a consumer panel in Australia (N2=474), show that the
perceived quality of staff-checkout has a stronger positive impact on the overall store quality,
satisfaction and loyalty, than the quality of self-checkout. Similarly, satisfaction with staffcheckout has a stronger positive effect on store satisfaction and loyalty, than the satisfaction with
self-checkout. Finally, loyalty to staff-checkout also has a stronger positive influence on store
loyalty, than the loyalty towards self-checkout. These results show that despite growing use of
self-service technology, frontline staff continue to be important for overall store evaluations. |
| first_indexed | 2025-11-14T11:18:23Z |
| format | Journal Article |
| id | curtin-20.500.11937-81491 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T11:18:23Z |
| publishDate | 2020 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-814912020-11-02T06:38:59Z Self-service technology in supermarkets – Do frontline staff still matter? Sharma, Piyush Ueno, Akiko Kingshott, Russel This paper uses the concept of psychological distance under construal level theory to explore the differences in the customers’ evaluations of overall store quality, satisfaction and loyalty, based on their experiences with the traditional staff-checkout method and the relatively new selfcheckout machines. Two empirical studies, a field survey with retail shoppers in UK (N1=313) and an online survey with members of a consumer panel in Australia (N2=474), show that the perceived quality of staff-checkout has a stronger positive impact on the overall store quality, satisfaction and loyalty, than the quality of self-checkout. Similarly, satisfaction with staffcheckout has a stronger positive effect on store satisfaction and loyalty, than the satisfaction with self-checkout. Finally, loyalty to staff-checkout also has a stronger positive influence on store loyalty, than the loyalty towards self-checkout. These results show that despite growing use of self-service technology, frontline staff continue to be important for overall store evaluations. 2020 Journal Article http://hdl.handle.net/20.500.11937/81491 10.1016/j.jretconser.2020.102356 Elsevier restricted |
| spellingShingle | Sharma, Piyush Ueno, Akiko Kingshott, Russel Self-service technology in supermarkets – Do frontline staff still matter? |
| title | Self-service technology in supermarkets – Do frontline staff still matter? |
| title_full | Self-service technology in supermarkets – Do frontline staff still matter? |
| title_fullStr | Self-service technology in supermarkets – Do frontline staff still matter? |
| title_full_unstemmed | Self-service technology in supermarkets – Do frontline staff still matter? |
| title_short | Self-service technology in supermarkets – Do frontline staff still matter? |
| title_sort | self-service technology in supermarkets – do frontline staff still matter? |
| url | http://hdl.handle.net/20.500.11937/81491 |