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Mohe Dean Hajjar

CST 300
18 February 2023

Automation of Self-Checkouts

Self-checkout machines in retail stores have been a controversial topic for the past decade

since being introduced. They are utilized heavily by consumers, who seem to enjoy the

convenience it provides by avoiding long lines and being able to check out quickly. They can be

found in department stores such as Target, Walmart, Sam's Club, and Costco, and even going as

far as Amazon Fresh, which does not have any employees to assist with any needs. They are also

relevant even more so today due to the COVID-19 pandemic and can be preferred by consumers

who want minimal contact with others. However, like all significant technological advances,

there can be pros and cons to utilizing these self-checkout machines. On the one hand,

companies argue that these machines improve efficiency, reduce labor costs, and provide

customers with a more convenient shopping experience, such as the examples mentioned above.

On the other hand, employees worry that self-checkout machines will lead to job loss or

decreased job security, along with an increase in theft, and an impersonal experience (Cottrell,

2022). Some can also argue that less customer facing interactions, can lead to reduced sales if

there is not anyone trying to sell a product. For example, employees can also act as sales people

by giving product recommendations through small chat. This paper will further explore the

argument for the automation of self-checkouts and the impact it has on companies and

employees utilizing this technology.

The rapid advancement of technology and automation in various industries continues to

improve with limited issues. Self-checkout machines have become increasingly popular in retail
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stores as they offer customers a faster and more convenient checkout experience. However, as

these machines become more prevalent, many employees are concerned that they will eventually

lead to job loss or decreased job security (The Future of Contactless Commerce 2021). This issue

is important as it highlights the more significant problem of automation and its impact on the

workforce. With more and more jobs being replaced by machines, the impact of this trend must

be examined on both the companies and the employees end. Examining these trends will allow

companies to understand the potential consequences of automation and find ways to mitigate its

adverse effects (Syndicate, 2011).

Self-checkout machines were first introduced in retail stores in the early 2000s, and these

issues have been known since. Initially, these machines were used as a complementary service to

traditional cashier-assisted checkout, but as they became more popular, they eventually replaced

human employees. Many customers seem to prefer the privacy of being able to purchase items

without the assistance of others, as well as the social factors, such as being able to skip the small

talk with the cashiers. This trend has continued over the years and has led to a growing concern

among employees about job security due to self-checkout machines being preferred over

traditional lines.

Stakeholder Analysis

Stakeholder 1: Companies

Companies value efficiency, profitability, and customer satisfaction. They are interested in

reducing costs, improving the shopping experience for customers, and maximizing profits.

Companies also believe that the automation of self-checkouts is beneficial for both the company

and its customers. They argue that self-checkout machines improve efficiency by reducing the

time customers spend in line and increasing the speed of the checkout process. Additionally,
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companies argue that self-checkout machines reduce labor costs and provide customers a more

convenient shopping experience. Companies use claims of fact to support their position. They

argue that self-checkout machines are faster and more efficient than traditional cashier-assisted

checkout. They also claim that self-checkout machines reduce labor costs and increase profits.

Companies also use claims of value to support their position, arguing that customers value the

convenience of self-checkout machines and that the machines improve the overall shopping

experience. (Growth trends for selected occupations considered at risk from automation:

Monthly Labor Review)

Stakeholder 2: Employees

Employees value job security, fair wages, and job satisfaction. They are interested in

preserving their jobs and ensuring that they are paid fairly for their work. Employees believe that

the automation of self-checkouts is harmful to both employees and customers. They argue that

self-checkout machines will lead to job loss and decreased job security for employees.

Additionally, employees argue that the machines are not as efficient as human cashiers and can

lead to longer lines and frustration for customers. Employees use claims of cause to support their

position. Employees can also argue that people will be more efficient than machines as they can

do certain functions that a machine cannot. For example, customers cannot use self-checkout if

they are buying tobacco or alcohol products, as well as certain over the counter medications. An

employee will need to be present to assist with overriding some items, which causes a slow down

in the self-checkout line.

They also use claims of value to support their position, arguing that human cashiers provide

a more personalized shopping experience for customers and that the human touch is valuable.

Employees may argue that without actual cashiers, sales can be affected due to lack of
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communication during the checkout process, where small talk can be made. Employees also use

claims of fact to support their position, pointing to studies that show that self-checkout machines

can lead to longer lines and frustration for customers. (Growth trends for selected occupations

considered at risk from automation: Monthly Labor Review)

Argument Question

After analyzing both sides of the company and employees, this leaves the question of:

Should companies prioritize efficiency, profitability, and customer satisfaction by fully

embracing the automation of self-checkouts, or should they consider the job security and fair

wages of employees by limiting the use of self-checkout machines and preserving human cashier

jobs?

Stakeholder Argument

Stakeholder (1) Argument: Companies

From the company's standpoint, they can argue that if the machines are working and

increasing customer satisfaction, then the pros outweigh the cons. This is similar to the

philosophical framework called Utilitarianism. Utilitarianism is an ethical framework developed

by Jeremy Bentham and John Stuart Mill in the 18th and 19th centuries. Utilitarianism argues

that the moral value of an action is determined by its ability to create the greatest amount of

happiness for the greatest number of people. It can be considered one of the most prominent

ethical theories and is widely studied in academic and philosophical circles. (Mill et al., 1891)

From a utilitarian perspective, companies' adoption of self-checkout machines is the correct

course of action. Companies argue that the automation of self-checkouts improves efficiency and

reduces costs, which leads to increased profits. These increased profits will, in turn, benefit the

company, its shareholders, and the overall economy. Additionally, companies argue that
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self-checkout machines provide a more convenient and efficient shopping experience for

customers, increasing their overall happiness and satisfaction. Companies can also argue that

self-checkout machines can decrease loss due to human error, such as cash handling and

miscounting, or having a register with cash in it, which increases the chances of theft or

robberies. Having less employees as cashiers and more employees on the floor also allows for

more time to stock their shelves, be organized, and provide any customer floor assistance.

If the decision is made in favor of companies and self-checkout machines are adopted,

companies stand to gain increased profits and improved customer satisfaction. If, on the other

hand, the decision goes against companies and self-checkout machines are not adopted,

companies will lose out on potential profits and may struggle to compete with other retailers who

have adopted the automation.

Stakeholder (2) Argument: Employees

From the Employees' standpoint, Deontological Ethics, also known as duty ethics, is an

ethical framework developed by philosopher Immanuel Kant. The major principles of this

framework are that actions are to be considered morally right or wrong based on the inherent

value of the action itself rather than its consequences. In other words, deontological ethics argue

that actions have a moral duty that must be upheld, regardless of the outcomes. (Kant, 2012)

From a deontological perspective, preserving jobs and job security for employees is the

correct course of action. Employees argue that automating jobs, such as those in retail stores,

takes away their ability to provide for themselves and their families. They argue that everyone

has a moral duty to protect and provide for the well-being of their fellow human beings and that

the automation of jobs goes against this duty. If the decision is made in favor of employees and

self-checkout machines are not adopted, employees will maintain their jobs and job security.
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This will allow them to continue to provide for themselves and their families. If, on the other

hand, the decision goes against employees and self-checkout machines are adopted, employees

will lose their jobs and face increased difficulty in providing for themselves and their families.

Student Position

Based on the information presented, a possible recommendation to solve the issue of

automation of self-checkouts would be to strike a balance between the interests of both

companies and employees. This can be achieved through implementing policies that ensure job

security for employees, such as retraining programs for those who may be displaced by

automation. At the same time, companies can be encouraged to invest in automation

technologies that improve efficiency and customer satisfaction while also taking into

consideration the impact of these technologies on employees.

This recommendation aligns with the principles of Utilitarianism, which prioritizes the

greatest good for the greatest number of people. By striking a balance between the interests of

both companies and employees, this solution seeks to maximize the overall benefit to society

while minimizing harm to individual stakeholders. Companies will always do what is best for the

company and employees will always be needed. Take for example, the Amazon Fresh storefront

that does not have any cashiers in the store, but they do have employees restocking the shelves,

removing expired products, ensuring that the store is clean or organized, and providing customer

service. Though the employees are being utilized differently than a typical cashier, they are given

other duties that are required to give the company success.

In my opinion, as someone who has worked retail for a short time with self-checkout

machines, I do not think that they would take away from the employees job security. This leaves

my position to stand with the company on their argument. From my experience, the
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self-checkout machines break down often, which leads to cashiers still being needed. Employees

must also always be present near the self-checkout to ensure that customers do not run into any

issues and that customers are scanning all products or shoplifting items. Overall, I believe that

self-checkout machines are an asset to companies, customers, and employees.

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References

Cottrell, J. (2022, April 21). Council post: Compare and contrast: Which cashierless experience

is it best? Forbes. Retrieved January 31, 2023, from

https://www.forbes.com/sites/forbestechcouncil/2021/10/04/compare-and-contrast-

which- cashierless-experience-is-best/?sh=4ab74dd45625

The Future of Contactless Commerce. Harvard Business Review. (2021, November 22).

Retrieved January 31, 2023, from https://hbr.org/2021/11/the-future-of-contactless-

commerce

Kant, I. (2012). Kant: Groundwork of the metaphysics of morals. Renaissance Classics.

Mill, J. S., Mackenzie, R. D., & Mackenzie, R. D. (1891). Utilitarianism by John Stuart Mill.

Longmans, Green and Co. and New York.

Syndicate, K. F. (2011, August 9). Heloise: The Pros and cons of self-checkouts. Chron.

Retrieved January 31, 2023, from

https://www.chron.com/life/article/Heloise-The-pros-and-cons-of-self-checkouts-

1786890.php

Thacker, M. (2022, November 29). 3 ways self-checkout saves Grocers Money. ITRetail.

Retrieved January 27, 2023, from

https://www.itretail.com/blog/3-ways-self-checkout-saves-grocers-money

U.S. Bureau of Labor Statistics. (n.d.). Growth trends for selected occupations considered

at risk from automation : Monthly Labor Review. U.S. Bureau of Labor Statistics.
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Retrieved January 27, 2023, from

https://www.bls.gov/opub/mlr/2022/article/growth-trends-for-selected-occupations-

considered-at-risk-from-automation.htm