Date of Conferral



Doctor of Business Administration (D.B.A.)


Business Administration


Patsy Kasen


AbstractOrganization leaders who do not adopt self-service technology (SST) are at risk of failure. The adaptation of SST can aid leaders in the supermarket industry improve checkout operations, increase efficiency, and minimize customers’ waiting experiences, reducing the customers’ shopping satisfaction. Grounded in the disruptive innovation theory, the purpose of this multiple case study was to explore strategies supermarket managers use to adapt SST practices. The participants included six supermarket managers in Jackson County of Southern Illinois. Data were collected from face-to-face interviews with managers, company documentation, and observations. Thematic analysis was used to analyze the data. Four themes emerged: cultural changes and technology, environmental dynamics, company capital and technical knowledge, and company policy and structures. Through effective and continuous training, managers and employees should ascertain how SST affects the store to benefit customers’ trust, loyalty, and sustainability. The implications for positive social change include overall customer satisfaction through speed, ease-of-use, control, reliability, and enjoyment of the service quality delivered by SST checkout. Other positive social change includes creating opportunities to adapt to SST practices and performance and increase both supermarkets’ profitability and tax revenues for surrounding communities.