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Customers have soured on self-checkout, and a new study says there s proof

Customers have soured on self-checkout, and a new study says there s proof
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Service & Experience with J N Halm: If you do good

Service & Experience with J N Halm: If you do good
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Why self-checkouts cause customers to be less loyal to stores

Without help from staff, shoppers felt that they were simply being abandoned to do everything themselves.

Yanliu huangJim leffmanJournal of business researchDrexel universityBusiness research

First study finds what customers really think of self-checkouts

First study finds what customers really think of self-checkouts
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Self checkouts at supermarkets make shoppers less loyal as they feel abandoned to do everything themselves, study finds

A new study has revealed that self-checkouts at supermarkets can make customers less loyal to the store, with shoppers feeling abandoned without help from staff, leading to dissatisfaction

United kingdomYanliu huangJournal of business researchDrexel universityBusiness research