How Self-Service Kiosks Are Changing Customer Behavior

hbr.org

Some interesting study findings reflecting socially-driven behaviours: freed from the potential embarrassments of face-to-face contact with store clerks, sales of difficult-to-pronounce items increased in a liquor store that introduced self-service. In the case of a pizza chain that introduced online ordering, people ordered food with more calories and gave more special instructions compared with phone orders.

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