Research about the impact of automation technology, particularly self-service checkout tills, on the perceived quality of service and customer satisfaction in the retail industry. Research Objectives:a) Investigate and review current literature with regards to how automation technology impacts business performance. b) Define the role of the human factor play in the deliverance of a quality customer experience.c) Investigate the impact of automation technology on consumers loyalty and retention. d) Based on the findings work out whether full automation is preferable to partial automation, in consideration of the impact it would produce on consumers perception of customer service.
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