Gartner Research

The Best Retail Service Involves Leveraging Self-Service

Published: 17 September 2003

ID: G00128782

Analyst(s): Gale Daikoku, Linda Marshall


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

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