Artificial Intelligence in Supermarkets
A Multiple Analysis About Tasks, Jobs, and Automation
Zenaldo Rodrigues (Positivo University)
Luiz Pinheiro (Positivo University)
Carla Marcolin (Federal University of Uberlândia)
R. Matheus (TU Delft - Information and Communication Technology)
Stuti Saxena (Positivo University)
Marcos Morais (Federal University of Uberlândia)
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Abstract
This study aims to analyze the impacts of Artificial Intelligence (AI) and automation in the supermarket sector, focusing on three main areas: tasks, jobs, and automation processes. The research builds on studies about technology adoption and its impact on employment, including Christensen approach on disruptive innovation, Huang & Rust [19] on artificial intelligence in services, and Jarrahi [27] on human-AI symbiosis. A multiple case study approach was employed, involving interviews with four groups: cashiers, managers, customers who use self-checkouts, and customers who do not use self-checkouts. The interviews were analyzed using qualitative methods to identify emerging subcategories. Many customers prefer manned checkouts due to convenience. Self-service checkout technology is primarily used for small purchases, and younger customers find it easier to use. Employees do not currently feel threatened by automation, but there is a trend toward job reduction and relocation to roles requiring analytical, intuitive, and emotional skills. Managers do not see the need to prepare employees for a future without self-service checkouts, focusing instead on current training. Future research should analyze other supermarket functions that could be impacted by AI automation and investigate more deeply the acceptance and impact of these technologies on the labor market.