New York CNN —
From theft to scanning errors, retailers are running into headaches with self-checkout after rolling out the technology aggressively over the last decade.
Now, research finds another problem with self-checkout: fading customer loyalty.
A newly-released study by researchers at Drexel University published in the Journal of Business Research found that “regular checkout” – the kind featuring a human cashier – makes customers more loyal to a store and more likely to revisit in the future than self-checkout. The study comes as some companies remove self-checkout machines and others adjust their self-checkout operations.
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