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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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Florence Benoît-Moreau & Audrey Bonnemaizon & Sandrine Cadenat & Valérie Renaudin, 2016. "Une lecture socio-technique des effets des systèmes d’encaissement automatique : quand la technologie reconfigure les relations sur le point de vente," Post-Print hal-04004152, HAL.
    • Handle: RePEc:hal:journl:hal-04004152
    DOI: 10.7193/DM.082.109.124
    as

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