The Paradox of Retail Automation: How Self-Checkout Convenience Contrasts with Loyalty to Human Cashiers

Authors

  • Md. Nizamuddin Faculty of Business and Economics, Universiti Malaya, Kuala Lumpur, Malaysia
  • Vineel Mouli Natakam Sr SAP Order to Cash Consultant, Cardinal Pharma Modernization, Venture Dr, Dublin, OH 43017, USA
  • Dipakkumar Kanubhai Sachani Business Analyst, Arth Energy Corporation, Pittsburgh, Pennsylvania, USA
  • Sai Charan Reddy Vennapusa SAP S4 Hana Principal Functional Application Developer, Caridnal Healthcare, 7000 Cardinal Pl, Dublin, OH 43017, USA
  • Srinivas Addimulam Software Engineer, CNET Global Solutions Inc., 909 E Collins Blvd, Richardson, TX, 75081, USA
  • Kishore Mullangi Staff Site Reliability Engineer, Visa Inc., Austin, TX, USA

DOI:

https://doi.org/10.18034/ajhal.v6i2.751

Keywords:

Automation vs. Human Interaction, Retail Technology, Checkout Systems, Retail Automation, Self-Checkout Convenience, Human Cashiers, Customer Loyalty, Retail Paradox

Abstract

The paradox of retail automation lies at the intersection of self-checkout convenience and consumer loyalty to human cashiers. This study explores consumer preferences, behaviors, and perceptions regarding self-checkout and human cashier experiences in retail. The study examines the dynamics of checkout experience preferences, usage patterns, and demographic variations through consumer surveys and analysis of key performance indicators. Significant findings highlight the enduring value of human interaction in the retail experience despite the efficiency gains offered by self-checkout technology. The study underscores the importance of balancing efficiency with personalized service, recommending strategies such as hybrid checkout models, staff training, and technological optimization. Policy implications emphasize the need for regulations prioritizing consumer protection and workforce development in an increasingly automated retail landscape. By understanding and addressing the paradox of retail automation, retailers and policymakers can navigate the challenges and opportunities presented by automation while preserving the human touch that remains integral to the retail experience.

Downloads

Download data is not yet available.

References

Amorim, M., Lago, A., Moscoso, P., Prieto, E. (2016). Assisted vs. Self-checkout in Retail: An Empirical Analysis of the Impact of Operational Process Dimensions on Customer Satisfaction, Recommendation and Reuse. Journal of Service Science Research, 8(1), 1-39. https://doi.org/10.1007/s12927-016-0001-z DOI: https://doi.org/10.1007/s12927-016-0001-z

Anumandla, S. K. R. (2018). AI-enabled Decision Support Systems and Reciprocal Symmetry: Empowering Managers for Better Business Outcomes. International Journal of Reciprocal Symmetry and Theoretical Physics, 5, 33-41. https://upright.pub/index.php/ijrstp/article/view/129

Darlington, C. C., Urban, B. (2011). Adoption of Automatic Identification Systems by Grocery Retailers in the Johannesburg Area. Journal of Transport and Supply Chain Management, 5(1). https://doi.org/10.4102/jtscm.v5i1.23 DOI: https://doi.org/10.4102/jtscm.v5i1.23

Fernandes, T., Pedroso, R. (2017). The Effect of Self-checkout Quality on Customer Satisfaction and Repatronage in a Retail Context. Service Business, 11(1), 69-92. https://doi.org/10.1007/s11628-016-0302-9 DOI: https://doi.org/10.1007/s11628-016-0302-9

Hassan, H., Sade, A. B., Rahman, M. S. (2013). Malaysian Hypermarket Retailing Development and Expansion. International Journal of Retail & Distribution Management, 41(8), 584-595. https://doi.org/10.1108/IJRDM-09-2012-0085 DOI: https://doi.org/10.1108/IJRDM-09-2012-0085

Inman, J. J., Nikolova, H. (2017). Shopper-Facing Retail Technology: A Retailer Adoption Decision Framework Incorporating Shopper Attitudes and Privacy Concerns. Journal of Retailing, 93(1), 7-28. https://doi.org/10.1016/j.jretai.2016.12.006 DOI: https://doi.org/10.1016/j.jretai.2016.12.006

Koehler, S., Dhameliya, N., Patel, B., & Anumandla, S. K. R. (2018). AI-Enhanced Cryptocurrency Trading Algorithm for Optimal Investment Strategies. Asian Accounting and Auditing Advancement, 9(1), 101–114. https://4ajournal.com/article/view/91

Kumar, A. (2016). A Conceptual Model for Automation of Product Dynamic Pricing and Sales Promotion for a Retail Organization. Kybernetes, 45(3), 490-507. https://doi.org/10.1108/K-03-2015-0075 DOI: https://doi.org/10.1108/K-03-2015-0075

Maddula, S. S. (2018). The Impact of AI and Reciprocal Symmetry on Organizational Culture and Leadership in the Digital Economy. Engineering International, 6(2), 201–210. https://doi.org/10.18034/ei.v6i2.703 DOI: https://doi.org/10.18034/ei.v6i2.703

Maddula, S. S., Shajahan, M. A., & Sandu, A. K. (2019). From Data to Insights: Leveraging AI and Reciprocal Symmetry for Business Intelligence. Asian Journal of Applied Science and Engineering, 8(1), 73–84. https://doi.org/10.18034/ajase.v8i1.86 DOI: https://doi.org/10.18034/ajase.v8i1.86

Mohammed, M. A., Kothapalli, K. R. V., Mohammed, R., Pasam, P., Sachani, D. K., & Richardson, N. (2017). Machine Learning-Based Real-Time Fraud Detection in Financial Transactions. Asian Accounting and Auditing Advancement, 8(1), 67–76. https://4ajournal.com/article/view/93

Mullangi, K. (2017). Enhancing Financial Performance through AI-driven Predictive Analytics and Reciprocal Symmetry. Asian Accounting and Auditing Advancement, 8(1), 57–66. https://4ajournal.com/article/view/89

Mullangi, K., Maddula, S. S., Shajahan, M. A., & Sandu, A. K. (2018). Artificial Intelligence, Reciprocal Symmetry, and Customer Relationship Management: A Paradigm Shift in Business. Asian Business Review, 8(3), 183–190. https://doi.org/10.18034/abr.v8i3.704 DOI: https://doi.org/10.18034/abr.v8i3.704

Mullangi, K., Yarlagadda, V. K., Dhameliya, N., & Rodriguez, M. (2018a). Integrating AI and Reciprocal Symmetry in Financial Management: A Pathway to Enhanced Decision-Making. International Journal of Reciprocal Symmetry and Theoretical Physics, 5, 42-52. https://upright.pub/index.php/ijrstp/article/view/134

O'Loughlin, D., Szmigin, I., Turnbull, P. (2004). From Relationships to Experiences in Retail Financial Services. The International Journal of Bank Marketing, 22(6/7), 522-539. https://doi.org/10.1108/02652320410567935 DOI: https://doi.org/10.1108/02652320410567935

Pydipalli, R. (2018). Network-Based Approaches in Bioinformatics and Cheminformatics: Leveraging IT for Insights. ABC Journal of Advanced Research, 7(2), 139-150. https://doi.org/10.18034/abcjar.v7i2.743 DOI: https://doi.org/10.18034/abcjar.v7i2.743

Richardson, N., Pydipalli, R., Maddula, S. S., Anumandla, S. K. R., & Vamsi Krishna Yarlagadda. (2019). Role-Based Access Control in SAS Programming: Enhancing Security and Authorization. International Journal of Reciprocal Symmetry and Theoretical Physics, 6, 31-42. https://upright.pub/index.php/ijrstp/article/view/133

Sachani, D. K. (2018). Technological Advancements in Retail Kiosks: Enhancing Operational Efficiency and Consumer Engagement. American Journal of Trade and Policy, 5(3), 161–168. https://doi.org/10.18034/ajtp.v5i3.714 DOI: https://doi.org/10.18034/ajtp.v5i3.714

Sachani, D. K., & Vennapusa, S. C. R. (2017). Destination Marketing Strategies: Promoting Southeast Asia as a Premier Tourism Hub. ABC Journal of Advanced Research, 6(2), 127-138. https://doi.org/10.18034/abcjar.v6i2.746 DOI: https://doi.org/10.18034/abcjar.v6i2.746

Shajahan, M. A. (2018). Fault Tolerance and Reliability in AUTOSAR Stack Development: Redundancy and Error Handling Strategies. Technology & Management Review, 3, 27-45. https://upright.pub/index.php/tmr/article/view/126

Taylor-West, P., Saker, J. (2012). Computer Assisted Sales Processes in Automotive Retailing. International Journal of Retail & Distribution Management, 40(7), 493-509. https://doi.org/10.1108/09590551211239828 DOI: https://doi.org/10.1108/09590551211239828

Vennapusa, S. C. R., Fadziso, T., Sachani, D. K., Yarlagadda, V. K., & Anumandla, S. K. R. (2018). Cryptocurrency-Based Loyalty Programs for Enhanced Customer Engagement. Technology & Management Review, 3, 46-62. https://upright.pub/index.php/tmr/article/view/137

Yarlagadda, V. K., & Pydipalli, R. (2018). Secure Programming with SAS: Mitigating Risks and Protecting Data Integrity. Engineering International, 6(2), 211–222. https://doi.org/10.18034/ei.v6i2.709 DOI: https://doi.org/10.18034/ei.v6i2.709

Ying, D., Patel, B., & Dhameliya, N. (2017). Managing Digital Transformation: The Role of Artificial Intelligence and Reciprocal Symmetry in Business. ABC Research Alert, 5(3), 67–77. https://doi.org/10.18034/ra.v5i3.659 DOI: https://doi.org/10.18034/ra.v5i3.659

Downloads

Published

2019-12-31

Issue

Vol. 6 No. 2 (2019): July - December Issue

Section

Peer-reviewed Article

License

Copyright (c) 2019 Md. Nizamuddin, Vineel Mouli Natakam, Dipakkumar Kanubhai Sachani, Sai Charan Reddy Vennapusa, Srinivas Addimulam, Kishore Mullangi

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

The CC BY-NC 4.0 license lets others remix, tweak, and build upon your work non-commercially, and although their new works must also acknowledge & be non-commercial, they don’t have to license their derivative works on the same terms.
|| View License Deed ||
|| View Legal Code ||
 
Publishing paper with the "Asian Journal of Humanity, Art and Literature" means that the author or authors retain the copyright in the paper.
This journal is granted an exclusive noncommercial reuse license by the author(s), but the author(s) are able to put the paper onto a website, distribute it to colleagues, give it to students, use it in your thesis, etc, so long as the use is not directed at a commercial advantage or toward private monetary gain.
The author(s) can reuse the figures and tables and other information contained in their paper published by Asian Journal of Humanity, Art and Literature in future papers or work without having to ask anyone for permission, provided that the figures, tables or other information that is included in the new paper or work properly references the published paper as the source of the figures, tables or other information, and the new paper or work is not direct at a private monetary gain or commercial advantage.

How to Cite

Nizamuddin, M., Natakam, V. M., Sachani, D. K., Vennapusa, S. C. R., Addimulam, S., & Mullangi, K. (2019). The Paradox of Retail Automation: How Self-Checkout Convenience Contrasts with Loyalty to Human Cashiers. Asian Journal of Humanity, Art and Literature, 6(2), 219-232. https://doi.org/10.18034/ajhal.v6i2.751
Crossref
Scopus
Google Scholar
Europe PMC

Similar Articles

1-10 of 46

You may also start an advanced similarity search for this article.