2022
DOI: 10.1108/pr-08-2020-0640
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Scan it, buy it, pay it – customers' psychological contracts as partial employees in retail

Abstract: PurposeSelf-service technologies (SST) have become more and more pervasive in retail to facilitate autonomous checkout. In this context, customers play an active role and, as such, can be considered as “partial employees.” Partial employees have to perform a wide range of tasks, get rewarded for their work and need to understand the terms of the exchange, all without being subject to a formalized contract. In this research, the authors suggest that partial employees go through a process of organizational socia… Show more

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