Is Technology Getting in the Way of Customer Service?

In retailing, as in life generally, consumers usually applaud technology for its ability to cut much of the tedium out of many tasks. For example, self-checkout lanes, adopted by thousands of supermarkets, give the shopper an alternative to waiting on a long conventional checkout line; instead, they can opt for an empty self-checkout lane and simply do the scanning themselves. Some food retailers,

In retailing, as in life generally, consumers usually applaud technology for its ability to cut much of the tedium out of many tasks.

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