The Self-Service Checkout System: Putting Power In Customers' Hands?

By Britt Davies via the Workplace Blog

Self-checkout kiosks in retail stores are designed to put the customer in control of making payments.

The theory about self-checkout is that self-service kiosks create convenience and a faster way of paying.

But there are conflicting opinions on the value of self-service checkout in some of the largest US retailers. According to a recent report in Business Insider, Costco is “eliminating self-service checkout from stores” because “employees do a better job”. And that’s the CEO, Craig Jelinek, talking!

He continues,“[self-service checkouts] are great for low-volume warehouses, but we don’t want to be in the low-volume warehouse business.” His comments could be interpreted as “self-checkout does not equal an increase in sales, so what’s the point?”

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