How are big box stores like Wells Fargo?

Lots of big box retailers like Walmart and Home Depot are ramping up their use of self-scanners in order to reduce their labor costs. That is, instead of waiting in a long line to have a cashier ring up your purchases, you can save time by going up to a self scanner and ringing up your purchases yourself. But according to two respected researchers at the University of Leicester (Adrian Beck and Matt Hopkins), self-scanners increase the level of shoplifting by reducing the perception of risk (i.e. the risk of getting caught shoplifting). Professors Beck and Hopkins conducted an extensive consumer survey to measure the incidence of “shrinkage” (i.e. theft) in retailers who employ self-scanners. Surveys, however, are notoriously unreliable, as they are based on self-reports, making it impossible to verify their accuracy. Indeed, our first reaction to their study was: Who would ever admit to stealing? The answer, it turns out, is more people than you might imagine. One-fifth of shoppers in their survey admitted to stealing from self-checkouts, with the majority of those claiming they did so regularly. In other words, self-service checkout technology creates a trade off between convenience and speed on the one hand and higher rates of shrinkage on the other. (You can find a link to the study here. Also, check out this thread on reddit on “Walmart self checkout.”)

Image result for wells fargo cross selling

Credit: Market Realist

About F. E. Guerra-Pujol

When I’m not blogging, I am a business law professor at the University of Central Florida.
This entry was posted in Bayesian Reasoning, Deception, Ethics, Game Theory, Law, Probability, Web/Tech. Bookmark the permalink.

5 Responses to How are big box stores like Wells Fargo?

  1. Craig says:

    I belong to a Sam’s Club. Thankfully, they introduced a self-checkout last year so that their “patrons” did not have to endure waiting for the very few checkout positions they were willing to pay for. But anyway, Sam’s has two things — the number of items you have checked out is printed in a big font at the bottom of your tab, and they also have an invariably geriatric (i.e. my age) person standing at the exit checking your basket vs the number of items listed on your tab.

  2. Abogada Guerra says:


    • I would argue the analogy is more nuanced than “guilt” or “innocence.” Specifically, just as Self Scanners make it easier to steal, Wells Fargo’s evil Cross Selling quotas made it easier for their employees to justify their fraudulent acts.

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s