Gartner Research

The Best Retail Service Involves Leveraging Self-Service

Published: 17 September 2003

ID: G00128782

Analyst(s): Gale Daikoku, Linda Marshall

Summary

Self-service is pervasive. As retail self-service becomes more common, many consumers will add self-service checkout and kiosk usage to their list of do-it-yourself tasks.

Table Of Contents
  • Overview
  • Predictions
  • Viewpoint
    • Consumer readiness, retailer reluctance
  • Dynamics
    • Consumers are not technophobic
    • If you build it, they will shop
    • The more you know about your customers…
    • Self-service technology versus the human touch
    • Building the business case
  • Predictions
  • Recommendations
  • Methodology

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.