..., satisfaction and loyalty intentions. Design/methodology/approach A model is developed based on extant research in the areas of logistics service quality, service logic, store image, and customer loyalty. To test the plausibility of the model, 200 supermarket customers were surveyed in an exploratory field...

.... Design/methodology/approach A supermarket self‐checkout machine is the SST under investigation. A mixed qualitative research design was used and a total of 209 observations and 47 interviews were obtained from customers in five supermarket stores in Australia. Findings Perceived waiting time...

... This paper adopts the efficient approach using the Malmquist productivity index for a sample of 96 supermarket chains operating in Spain between 1995 and 2003. Findings The results show a slight increase in average annual productivity among the firms analysed. Research limitations/implications...

...Pratibha A. Dabholkar; L. Michelle Bobbitt; Eun‐Ju Lee Self‐scanning technology is being tested by major supermarket chains as well as other types of retailers across the world, but the success of the new technology from the consumer’s perspective is not yet clear. This study investigates consumer...