The Grab-and-Go Experience: Understanding the Impact of Fully Automated Checkout Systems on User Satisfaction in Retail. / Jovaney ASHMAN / 2022

Titre : The Grab-and-Go Experience: Understanding the Impact of Fully Automated Checkout Systems on User Satisfaction in Retail. Type de document : Mémoire Auteurs : Jovaney ASHMAN, Auteur Année de publication : 2022 Importance : 19 p. Note générale : Pour accéder aux fichiers PDF, merci de vous identifier sur le catalogue avec votre compte Office 365 via le bouton CONNEXION en haut de la page. Langues : Anglais (eng) Mots-clés : Management COMMERCE DE DETAIL ; LIBRE SERVICE ; TECHNOLOGIE ; VENTE AUTOMATIQUE Résumé : Meuter describes Self-Service Technologies (SSTs) as, “interfaces that allow customers to experience or produce the service without directly interacting with a service employee (Meuter et al., 2000)”. So, various technologies including ATMs, e-commerce shopping, telephone banking, and self-pumping gas stations are categorised as SSTs. These technologies are becoming more ubiquitous in retail; however, the level of adaption varies across industry sectors and countries. Large-scale supermarket chains in France including Auchan Go, Casino and Intermarché have all adapted, to some extent, SSTs. According to a 2019 report published by Nielsen, approximately 57 per cent of French supermarkets propose some form of “libre-service (free service)” to their users. Much of the differences lie in the service and the complexity of the technology implemented. These supermarkets generally rely on traditional SSTs that scan the bar code on items after which the user settles the bill immediately. More recently, some chains have decided to test the “grab-and-go” experience: a fully automated checkout experience allowing consumers to shop and leave without needing to “checkout” or pay for items. Auchan and Carrefour, for example, both use technology like Amazon Go that allows users to shop and leave without checking out (Clotilde, 2019). The bill is later settled in the application either manually or automatically. Other supermarkets like Monoprix, through its Easy brand, allow its users to scan the barcodes of items with their smartphones and to pay online (Bertrand, 2019). The primary research objective of this paper is to assess the extent to which end users experience satisfaction in fully automated checkout systems in retain experiences. The second research question assesses the perceived satisfaction to use fully automated checkout systems in retail experiences. To this extent, this section of the paper discusses the processes and methods employed in the data collection and design; and the rationale behind the decisions taken. There will be further analysis of the implementation part in the paper. Programme : MSc Global Management Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=565312