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Adoption of Self-Service Technologies in the Retail Supply Chain

In: Proceedings of the International Conference on Industrial Logistics (ICIL) 2025

Author

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  • Ho Keat Leng

    (National Tsing Hua University)

Abstract

Retailers are keen to adopt self-service technologies to increase productivity. However, some retailers have found it difficult to implement these technologies as they face resistance among consumers. In a survey of 760 respondents, it was found that consumers are more likely to use self-checkout counters when they believe that it is more efficient compared to staffed checkout counters, easy to use and compatible with their lifestyle. In addition, it was found that gender and age did not predict the use of self-checkout counters. This suggests that retailers need to communicate the relative merits of self-checkout counters to consumers. In particular, the perception that self-checkout counters are easy to use may be the most important factor affecting consumers’ decision to use self-service technologies.

Suggested Citation

  • Ho Keat Leng, 2026. "Adoption of Self-Service Technologies in the Retail Supply Chain," Lecture Notes in Operations Research, in: U. Aytun Ozturk & Petri T. Helo (ed.), Proceedings of the International Conference on Industrial Logistics (ICIL) 2025, pages 237-240, Springer.
    • Handle: RePEc:spr:lnopch:978-3-032-14489-8_24
    DOI: 10.1007/978-3-032-14489-8_24
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