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Common grocery self-service checkout failures that customers can resolve without employee assistance
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School of Business |
Master's thesis
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en
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73
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This thesis explores the common challenges customers face when using self-service checkouts (SCOs) in Finnish grocery retail, a key application of the broader concept of self-service technologies (SSTs). It examines how these issues might be addressed to reduce employee intervention. Through qualitative interviews with store employees, the study identifies recurring service breakdowns and highlights how both user behavior and system design contribute to checkout friction.
The findings suggest that many SCO-related problems come from interface limitations, unclear instructions, and the complexity of retail processes. Employees offered several practical suggestions for improving the self-checkout experience, including technical enhancements, interface adjustments, and clearer communication strategies. These improvements aim to make SCOs more intuitive and autonomous for users while easing the burden on employees.
By focusing on the Finnish context, this study contributes to broader discussions on SSTs adoption, emphasizing the importance of employee insight and localized design in enhancing the customer experience.