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

Florence Benoît-Moreau, Audrey Bonnemaizon (), Sandrine Cadenat () and Valérie Renaudin
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Florence Benoît-Moreau: DRM - Dauphine Recherches en Management - Université Paris Dauphine-PSL - PSL - Université Paris Sciences et Lettres - CNRS - Centre National de la Recherche Scientifique, ESSEC Business School
Audrey Bonnemaizon: IRG - Institut de Recherche en Gestion - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12 - Université Gustave Eiffel
Sandrine Cadenat: IRG - Institut de Recherche en Gestion - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12 - Université Gustave Eiffel
Valérie Renaudin: DRM - Dauphine Recherches en Management - Université Paris Dauphine-PSL - PSL - Université Paris Sciences et Lettres - CNRS - Centre National de la Recherche Scientifique

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Abstract: Self-service 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: relationships with checkout assistants, with family members, and with other clients. At a societal level, these devices raise new questions about changing human relationships and labor division. Guidelines are proposed to managers in order to facilitate the integration of self-checkout devices in the point of sales environment.

Keywords: Self-checkout; Self-service technologies SST; Retail; Customer relationship; Entretiens qualitatifs; Caisses automatiques; Technologies de libre-service; Self-scanning; Grande-distribution; Relation client (search for similar items in EconPapers)
Date: 2016
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Published in Décisions Marketing, 2016, 82, pp.109-124. ⟨10.7193/DM.082.109.124⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04004152

DOI: 10.7193/DM.082.109.124

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