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Journal articles
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.
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
Contributor : Emna Bouladi <>
Submitted on : Wednesday, October 9, 2019 - 12:09:04 PM
Last modification on : Tuesday, September 29, 2020 - 11:42:04 AM