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Une lecture socio-technique des effets des systèmes d’encaissement automatique : quand la technologie reconfigure les relations sur le point de vente

Abstract : A socio-technical analysis of the impact of self-check outs: when technologies redesign customer relationship at the point of sale Self-checkout technologies (self-checkout and self-scanning systems) have seen an accelerated expansion over the last decade. Through qualitative interviews with retailers’ clients, this paper adopts a relational perspective by revealing these new devices’ impact on clients’ identity as well as on their relationships at three levels: the rela- tionships with the check-out assistants, with family members and other clients. At a societal level, these devices raise new questions for clients about human relationships and work organization. Guidelines are proposed to managers in order to facilitate self-checkout devices’ integration in the point of sales’ environment.
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https://hal.archives-ouvertes.fr/hal-02309491
Contributor : Emna Bouladi <>
Submitted on : Wednesday, October 9, 2019 - 12:09:04 PM
Last modification on : Tuesday, September 29, 2020 - 11:42:04 AM

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Florence Benoît-Moreau, Audrey Bonnemaizon, Sandrine Cadenat, Valérie Renaudin. Une lecture socio-technique des effets des systèmes d’encaissement automatique : quand la technologie reconfigure les relations sur le point de vente. Décisions Marketing, Association Française du Marketing, 2016, 82, pp.109-124. ⟨10.7193/DM.082.109.124⟩. ⟨hal-02309491⟩

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