The use of self-checkouts as an organisational innovation in customer service in the FMCG sector

The aim of the paper is to evaluate the use of self-service checkouts understood as organisational innovations from the perspective of the customer of a shop chain in the FMCG sector. Participatory research was conducted in which a total of 46 observations were made in the Auchan and Biedronka chains shops located in three Polish cities. Traditional checkouts have been found to provide the consumer with a faster shopping experience when queuing times are not taken into account for the consumer. A number of factors influencing the time taken by consumers to make purchases were identified. Among those the knowledge factor was identified as a key element in bringing together the perspectives of the buyer and the company to mutually benefit from organisational innovation.