Rethinking Retail: The Hidden Costs of Self-Checkout Technology

Santiago Gallino, Associate Professor of Operations, Information and Decisions, and of Marketing at the Wharton School, discusses the growing presence of self-checkout in retail, its intended operational benefits, and the unintended consequences—including theft, customer friction, and strategic recalibration—that are prompting retailers to rethink their approach. Hosted on Acast. See acast.com/privacy for more information.