Scanning in the supermarket: for better or worse? A case study in introducing electronic point of sale

Abstract EPOS systems are being hailed by supermarket executives as ‘a great technological breakthrough’ for companies, customers and store employees alike, but the article (based on a 12-month study of a supermarket branch undergoing an EPOS installation) suggests that while each may gain in certain respects, the benefits from scanning overwhelmingly accrue to the company, and that in some instances these may actually be to the disadvantage of other parties. Through a discussion of checkout operations, staffing, deskilling, and price changes, the article argues there are few gains for the customer and employee; while outcomes such as system breakdowns or inaccurate stocktakes are to everyone's disadvantage. As EPOS applications move on to EFTPOS and Teleshopping, the likelihood is that these factors, which often involve behavioural considerations, will again receive insufficient attention compared to the technology itself.