Social Presence and Dishonesty in Retail

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Social Presence and Dishonesty in Retail

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Author(s): Susan Siebenaler ¹ , Andrea Szymkowiak ¹ , Paul Robertson ¹ , Graham I. Johnson ² , Jan Law ¹ , Kenneth Fee ¹

Publication date (Print): July 2018

Conference name: Proceedings of the 32nd International BCS Human Computer Interaction Conference (HCI)

Conference theme: Human Computer Interaction Conference

Conference date: 4 - 6 July 2018

Keywords: Embodied agents, anthropomorphism, retail shrinkage, social presence, self-service, eye tracking

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Author and article information

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Susan Siebenaler

Andrea Szymkowiak

Paul Robertson

Graham I. Johnson

Jan Law

Kenneth Fee

Conference

Publication date: July 2018

Publication date (Print): July 2018

Pages: 1-12

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[1 ] Abertay University

Bell Street, Dundee DD1 1HG, UK

[2 ] NCR Corporation

3 Fulton Road, Dundee DD2 4SW, UK

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DOI: 10.14236/ewic/HCI2018.34

SO-VID: 4ea419f5-12ec-4435-b6da-3f50198979f1

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This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

Conference name: Proceedings of the 32nd International BCS Human Computer Interaction Conference

Conference acronym: HCI

Conference number: 32

Conference location: Belfast, UK

Conference date: 4 - 6 July 2018

Conference sponsor: Electronic Workshops in Computing (eWiC)

Conference theme: Human Computer Interaction Conference

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1477-9358 BCS Learning & Development

Self URI (article page): https://www.scienceopen.com/hosted-document?doi=10.14236/ewic/HCI2018.34

Self URI (journal page): https://ewic.bcs.org/

REFERENCES

Amazon 2018 Amazon Go Available from: http://www.amazon.com/b?ie=UTF8&node=16008589011[accessed 9 April 2018]
J.R. Antes 1974 The time course of picture view-ing. Journal of experimental psychology 103 1)62
V. AxelrodM. BarG. Rees 2015 Exploring the unconscious using faces. Trends in cognitive sciences 19 1 35 45
J. Bamfield 2004 Shrinkage, shoplifting and the cost of retail crime in Europe: a cross-sectional analysis of major retailers in 16 European coun-tries. International journal of retail & distribution management 32 5 235 241
S. Baron-Cohen 1997 How to build a baby that can read minds: Cognitive mechanisms in min-dreading. The maladapted mind: Classic read-ings in evolutionary psychopathology 207 239
M. BatesonD. NettleG. Roberts 2006 Cues of being watched enhance cooperation in a real-world setting. Biology letters 2 3 412 414
R.F. Baumeister 1982 A self-presentational view of social phenomena. Psychological bulletin 91 3 26
T. BaumerD. Rosenbaum 1984 Combating retail theft: Programs and strategies Stoneham, MA Butterworth
A. Beck 2011 Self-scan checkouts and retail loss: Understanding the risk and minimising the threat. Security journal 24 3 199 215
A. Beck 2015 Developments in retail mobile scanning technologies: Understanding the po-tential impact on shrinkage & loss Prevention Leicester ESRC
A. BeckM. Hopkins 2017 Scan and rob! Convenience shopping, crime opportunity and corporate social responsibility in a mobile world. Security journal 30 4 1080 1096
A. BeckA. Willis 1999 Context-specific measures of CCTV effectiveness in the retail sector. Surveillance of public space: CCTV, street lighting and crime prevention Crime pre-vention studies series 10 251 269
F. BioccaC. HarmsJ. Gregg 2001 The Networked Minds measure of social presence. Pilot test of the factor structure and concurrent validity. Paper presented at the 4th Annual Inter-national Workshop on Presence 2001 Philadel-phia, USA
F. BioccaC. HarmsJ.K. Burgoon 2003 Towards a more robust theory and measure of social presence: Reviews and suggested criteria. Presence 12 5 456 480
C. Carmel-Gilfilen 2013 Bridging security and good design: Understanding perceptions of ex-pert and novice shoplifters. Security journal 26 1 80 105
R. V. ClarkeD. B. Cornish 1985 Modeling offenders’ decisions: A framework for research and policy. Crime and justice 6 147 185
R.V. ClarkeJ.E. Eck 2014 Become a prob-lem-solving crime analyst London Routledge
D.B. CornishR.V. Clarke 1987 Understand-ing crime displacement: An application of ration-al choice theory. Criminology 25 4 933 948
S. CreightonG. JohnsonP. RobertsonJ. LawA. Szymkowiak 2015 Dishonest behavior at self-service checkouts In: International Con-ference on HCI in Business Champ Springer 267 278
D. CyrK. HassaneinM. HeadA. Ivanov 2007 The role of social presence in establishing loyalty in e-service environments. Interacting with computers 19 1 43 56
K. DautenhahnA. Billard 2002 Games chil-dren with autism can play with Robota, a hu-manoid robotic doll In: Universal access and assistive technology London Springer 179 190
C. DevueC. LaloyauxD. FeyersJ. TheeuwesS. Brédart 2009 Do pictures of faces, and which ones, capture attention in the inattentional blindness paradigm? Perception 38 4 552 568
S. DjamasbiM. Siegel, skorinko, J. and T. Tullis 2011 Online viewing and aesthetic preferences of generation Y and the baby boom generation; testing user web site experience through eye tracking International journal of electronic commerce 15 4 121 157
A.T. Duchowski 2002 A Breadth-First Survey of Eye Tracking Applications. Behaviour Research Methods, Instruments and computers 34 4 455 470
G.B. DugganS.J. Payne 2009 Text skim-ming: The process and effectiveness of foraging through text under time pressure. Journal of experimental psychology: Applied 15 3 228 242
N.J. Emery 2000 The eyes have it: the neuroethology, function and evolution of social gaze. Neuroscience & biobehavioral reviews 24 6 581 604
A. FriedmanL.S. Liebelt 1981 On the time course of viewing pictures with a view towards remembering. Eye movements: Cognition and visual perception 137 155
D. GefenD.W. Straub 2004 Consumer trust in B2C e-Commerce and the importance of So-cial Presence: Experiments in e-Products and e-Services. The international journal of management science 32 6 407 422
J.V. HaxbyE.A. HoffmanM.I. Gobbini 2000 The distributed human neural system for face perception. Trends in cognitive sciences 4(6)223 233
J.M. Henderson 2007 Regarding scenes. Current directions in psychological science 16 4 219 222
Home Office 2015 Crime against businesses: Findings from the 2014 commercial victimisation survey London Home Office Available from: http://www.gov.uk/government/publications/crime-against-businesses-findings-from-the-2014-commercial-victimisation-survey/crimes-against-businesses-findings-2014 [accessed 9 April 2018]
S. KajaloA. Lindblom 2010 The perceived effectiveness of surveillance in reducing crime at shopping centers in Finland. Property manage-ment 28 1 47 59
W.J. KingJ. Ohya 1996 The representation of agents: Anthropomorphism, agency, and intel-ligence In: Conference Companion on Human Factors in Computing Systems (CHI‟96) New York, USA ACM 289 290
L.W. Klemke 1982 Exploring adolescent shoplifting. Sociology and social research 67 59 75
T. KodaP. Maes 1996 Agents with faces: The effect of personification In: Robot and Human Communication, 1996, 5th IEEE Interna-tional Workshop IEEE 189 194
R.E. Kraut 1976 Deterrent and definitional influ-ences on shoplifting. Social problems 25 358 368
D. KüsterE. KrumhuberA. Kappas 2015 Nonverbal behavior online: A focus on interac-tions with and via artificial agents and avatars In: The social psychology of nonverbal communication UK Palgrave Macmillan 272 302
M. LeeK. KimS. DaherA. RaijR. SchubertJ. BailensonG. Welch 2016 The wobbly table: Increased social presence via subtle inci-dental movement of a real-virtual table In: Virtu-al Reality (VR), 2016 IEEE IEEE 11 17
S. MartinezR. J. SloanA. SzymkowiakK. C. Scott-Brown 2011 Animated virtual agents to cue user attention: Comparison of stat-ic and dynamic deictic cues on gaze and touch responses. International journal on advances in intelligent systems 4(3&4)299 308
K. L. NowakF. Biocca 2003 The effect of the agency and anthropomorphism on users’ sense of telepresence, co-presence, and social presence in virtual environments. Presence 12 5 481 494
S. PariseS. KieslerL. SproullK. Waters 1999 Cooperating with life-like interface agents. Computers in human behavior 15 2 123 142
K. Pernice 2017 F-shaped pattern of reading on the web: Misunderstood, but still relevant (even on mobile) Nielsen Norman Group 12 November 2017 Available from: http://www.nngroup.com/articles/f-shaped-pattern-reading-web-content/[accessed 4 April 2018]
J.A. PayneG.I. JohnsonA. Szymkowiak 2011 The behavioural impact of a visually rep-resented virtual assistant in a self-service checkout context In: Proceedings of the 25th BCS Conference on Human-Computer Interac-tion Newcastle-upon-Tyne UK British Computer Society 58 63
L. Pessoa 2005 To what extent are emotional visual stimuli processed without attention and awareness? Current opinion in neurobiology 15 2 188 196
C. Peters 2005 Direction of attention perception for conversation initiation in virtual environments In: International Workshop on Intelligent Virtual Agents Berlin, Heidelberg Springer 215 228
S. PfattheicherJ. Keller 2015 The watching eyes phenomenon: The role of a sense of being seen and public self‐awareness. European journal of social psychology 45 5 560 566
J.J. RichlerY.K. WongI. Gauthier 2011 Perceptual expertise as a shift from strategic in-terference to automatic holistic processing. Current directions in psychological science 20 2 129 134
D.M. RomanoG. SheppardJ. HallA. MillerZ. Ma 2005 BASIC: A Believable, Adaptable Socially Intelligent Character for Social Presence. PRESENCE 2005, The 8th Annual International Workshop on Presence 21-22 September 2005 University College London London, UK
K. ShinozawaF. NayaJ. YamatoK. Kogure 2005 Differences in effect of robot and screen agent recommendations on human decision making. International journal of human computer studies 62 2 267 279
J. ShortE. WilliamsB. Christie 1976 The Social psychology of telecommunications London John Wiley & Sons
S. SiebenalerA. SzymkowiakP. RobertsonG. JohnsonJ. Law 2017 Social Presence and Dishonesty: Perceptions from Security Guards In: International Conference on HCI in Business, Government, and Organizations Champ Springer 264 281
L. SproullM. SubramaniS. KieslerJ.H. WalkerK. Waters 1996 When the interface is a face. Human-computer interaction 11 2 97 124
E. Taylor 2016 Supermarket self-checkouts and retail theft: The curious case of the SWIPERS. Criminology & criminal justice 16 5 552 567
P.J. UnemaS. PannaschM. JoosB.M. Veli-chkovsky 2005 Time course of information processing during scene perception: The relationship between saccade amplitude and fix-ation duration. Visual cognition 12 3 473 494
J. Van DoornM. MendeS.M. NobleJ. HullandA.L. OstromD. GrewalJ.A. Petersen 2017 Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers‟ service experiences. Journal of service research 20 1 43 58
K. D. VohsJ. W. Schooler 2008 The value of believing in free will: Encouraging a belief in determinism increases cheating. Psychological science 19 1 49 54
J.B. Walther 1992 Interpersonal effects in computer-mediated interaction a relational perspective. Communication research 19 1 52 90
B.C. WelshD.P. FarringtonS.J. O’Dell 2010 Effectiveness of public areas surveillance for crime prevention: Security guards, place managers and defensible space Stockholm Swedish National Council for Crime Prevention
J. WirtzJ.R. McColl-Kennedy 2010 Oppor-tunistic customer claiming during service recovery. Journal of the academy of marketing sci-ence 38 5) 654 675
S. Zhao 2003 Toward a taxonomy of copresence. Presence 12 5)445 455

Comments

Comment on this article

[1] Amazon 2018 Amazon Go Available from: http://www.amazon.com/b?ie=UTF8&node=16008589011[accessed 9 April 2018]

[2] J.R. Antes 1974 The time course of picture view-ing. Journal of experimental psychology 103 1)62

[3] V. AxelrodM. BarG. Rees 2015 Exploring the unconscious using faces. Trends in cognitive sciences 19 1 35 45

[4] J. Bamfield 2004 Shrinkage, shoplifting and the cost of retail crime in Europe: a cross-sectional analysis of major retailers in 16 European coun-tries. International journal of retail & distribution management 32 5 235 241

[5] S. Baron-Cohen 1997 How to build a baby that can read minds: Cognitive mechanisms in min-dreading. The maladapted mind: Classic read-ings in evolutionary psychopathology 207 239

[6] M. BatesonD. NettleG. Roberts 2006 Cues of being watched enhance cooperation in a real-world setting. Biology letters 2 3 412 414

[7] R.F. Baumeister 1982 A self-presentational view of social phenomena. Psychological bulletin 91 3 26

[8] T. BaumerD. Rosenbaum 1984 Combating retail theft: Programs and strategies Stoneham, MA Butterworth

[9] A. Beck 2011 Self-scan checkouts and retail loss: Understanding the risk and minimising the threat. Security journal 24 3 199 215

[10] A. Beck 2015 Developments in retail mobile scanning technologies: Understanding the po-tential impact on shrinkage & loss Prevention Leicester ESRC

[11] A. BeckM. Hopkins 2017 Scan and rob! Convenience shopping, crime opportunity and corporate social responsibility in a mobile world. Security journal 30 4 1080 1096

[12] A. BeckA. Willis 1999 Context-specific measures of CCTV effectiveness in the retail sector. Surveillance of public space: CCTV, street lighting and crime prevention Crime pre-vention studies series 10 251 269

[13] F. BioccaC. HarmsJ. Gregg 2001 The Networked Minds measure of social presence. Pilot test of the factor structure and concurrent validity. Paper presented at the 4th Annual Inter-national Workshop on Presence 2001 Philadel-phia, USA

[14] F. BioccaC. HarmsJ.K. Burgoon 2003 Towards a more robust theory and measure of social presence: Reviews and suggested criteria. Presence 12 5 456 480

[15] C. Carmel-Gilfilen 2013 Bridging security and good design: Understanding perceptions of ex-pert and novice shoplifters. Security journal 26 1 80 105

[16] R. V. ClarkeD. B. Cornish 1985 Modeling offenders’ decisions: A framework for research and policy. Crime and justice 6 147 185

[17] R.V. ClarkeJ.E. Eck 2014 Become a prob-lem-solving crime analyst London Routledge

[18] D.B. CornishR.V. Clarke 1987 Understand-ing crime displacement: An application of ration-al choice theory. Criminology 25 4 933 948

[19] S. CreightonG. JohnsonP. RobertsonJ. LawA. Szymkowiak 2015 Dishonest behavior at self-service checkouts In: International Con-ference on HCI in Business Champ Springer 267 278

[20] D. CyrK. HassaneinM. HeadA. Ivanov 2007 The role of social presence in establishing loyalty in e-service environments. Interacting with computers 19 1 43 56

[21] K. DautenhahnA. Billard 2002 Games chil-dren with autism can play with Robota, a hu-manoid robotic doll In: Universal access and assistive technology London Springer 179 190

[22] C. DevueC. LaloyauxD. FeyersJ. TheeuwesS. Brédart 2009 Do pictures of faces, and which ones, capture attention in the inattentional blindness paradigm? Perception 38 4 552 568

[23] S. DjamasbiM. Siegel, skorinko, J. and T. Tullis 2011 Online viewing and aesthetic preferences of generation Y and the baby boom generation; testing user web site experience through eye tracking International journal of electronic commerce 15 4 121 157

[24] A.T. Duchowski 2002 A Breadth-First Survey of Eye Tracking Applications. Behaviour Research Methods, Instruments and computers 34 4 455 470

[25] G.B. DugganS.J. Payne 2009 Text skim-ming: The process and effectiveness of foraging through text under time pressure. Journal of experimental psychology: Applied 15 3 228 242

[26] N.J. Emery 2000 The eyes have it: the neuroethology, function and evolution of social gaze. Neuroscience & biobehavioral reviews 24 6 581 604

[27] A. FriedmanL.S. Liebelt 1981 On the time course of viewing pictures with a view towards remembering. Eye movements: Cognition and visual perception 137 155

[28] D. GefenD.W. Straub 2004 Consumer trust in B2C e-Commerce and the importance of So-cial Presence: Experiments in e-Products and e-Services. The international journal of management science 32 6 407 422

[29] J.V. HaxbyE.A. HoffmanM.I. Gobbini 2000 The distributed human neural system for face perception. Trends in cognitive sciences 4(6)223 233

[30] J.M. Henderson 2007 Regarding scenes. Current directions in psychological science 16 4 219 222

[31] Home Office 2015 Crime against businesses: Findings from the 2014 commercial victimisation survey London Home Office Available from: http://www.gov.uk/government/publications/crime-against-businesses-findings-from-the-2014-commercial-victimisation-survey/crimes-against-businesses-findings-2014 [accessed 9 April 2018]

[32] S. KajaloA. Lindblom 2010 The perceived effectiveness of surveillance in reducing crime at shopping centers in Finland. Property manage-ment 28 1 47 59

[33] W.J. KingJ. Ohya 1996 The representation of agents: Anthropomorphism, agency, and intel-ligence In: Conference Companion on Human Factors in Computing Systems (CHI‟96) New York, USA ACM 289 290

[34] L.W. Klemke 1982 Exploring adolescent shoplifting. Sociology and social research 67 59 75

[35] T. KodaP. Maes 1996 Agents with faces: The effect of personification In: Robot and Human Communication, 1996, 5th IEEE Interna-tional Workshop IEEE 189 194

[36] R.E. Kraut 1976 Deterrent and definitional influ-ences on shoplifting. Social problems 25 358 368

[37] D. KüsterE. KrumhuberA. Kappas 2015 Nonverbal behavior online: A focus on interac-tions with and via artificial agents and avatars In: The social psychology of nonverbal communication UK Palgrave Macmillan 272 302

[38] M. LeeK. KimS. DaherA. RaijR. SchubertJ. BailensonG. Welch 2016 The wobbly table: Increased social presence via subtle inci-dental movement of a real-virtual table In: Virtu-al Reality (VR), 2016 IEEE IEEE 11 17

[39] S. MartinezR. J. SloanA. SzymkowiakK. C. Scott-Brown 2011 Animated virtual agents to cue user attention: Comparison of stat-ic and dynamic deictic cues on gaze and touch responses. International journal on advances in intelligent systems 4(3&4)299 308

[40] K. L. NowakF. Biocca 2003 The effect of the agency and anthropomorphism on users’ sense of telepresence, co-presence, and social presence in virtual environments. Presence 12 5 481 494

[41] S. PariseS. KieslerL. SproullK. Waters 1999 Cooperating with life-like interface agents. Computers in human behavior 15 2 123 142

[42] K. Pernice 2017 F-shaped pattern of reading on the web: Misunderstood, but still relevant (even on mobile) Nielsen Norman Group 12 November 2017 Available from: http://www.nngroup.com/articles/f-shaped-pattern-reading-web-content/[accessed 4 April 2018]

[43] J.A. PayneG.I. JohnsonA. Szymkowiak 2011 The behavioural impact of a visually rep-resented virtual assistant in a self-service checkout context In: Proceedings of the 25th BCS Conference on Human-Computer Interac-tion Newcastle-upon-Tyne UK British Computer Society 58 63

[44] L. Pessoa 2005 To what extent are emotional visual stimuli processed without attention and awareness? Current opinion in neurobiology 15 2 188 196

[45] C. Peters 2005 Direction of attention perception for conversation initiation in virtual environments In: International Workshop on Intelligent Virtual Agents Berlin, Heidelberg Springer 215 228

[46] S. PfattheicherJ. Keller 2015 The watching eyes phenomenon: The role of a sense of being seen and public self‐awareness. European journal of social psychology 45 5 560 566

[47] J.J. RichlerY.K. WongI. Gauthier 2011 Perceptual expertise as a shift from strategic in-terference to automatic holistic processing. Current directions in psychological science 20 2 129 134

[48] D.M. RomanoG. SheppardJ. HallA. MillerZ. Ma 2005 BASIC: A Believable, Adaptable Socially Intelligent Character for Social Presence. PRESENCE 2005, The 8th Annual International Workshop on Presence 21-22 September 2005 University College London London, UK

[49] K. ShinozawaF. NayaJ. YamatoK. Kogure 2005 Differences in effect of robot and screen agent recommendations on human decision making. International journal of human computer studies 62 2 267 279

[50] J. ShortE. WilliamsB. Christie 1976 The Social psychology of telecommunications London John Wiley & Sons

[51] S. SiebenalerA. SzymkowiakP. RobertsonG. JohnsonJ. Law 2017 Social Presence and Dishonesty: Perceptions from Security Guards In: International Conference on HCI in Business, Government, and Organizations Champ Springer 264 281

[52] L. SproullM. SubramaniS. KieslerJ.H. WalkerK. Waters 1996 When the interface is a face. Human-computer interaction 11 2 97 124

[53] E. Taylor 2016 Supermarket self-checkouts and retail theft: The curious case of the SWIPERS. Criminology & criminal justice 16 5 552 567

[54] P.J. UnemaS. PannaschM. JoosB.M. Veli-chkovsky 2005 Time course of information processing during scene perception: The relationship between saccade amplitude and fix-ation duration. Visual cognition 12 3 473 494

[55] J. Van DoornM. MendeS.M. NobleJ. HullandA.L. OstromD. GrewalJ.A. Petersen 2017 Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers‟ service experiences. Journal of service research 20 1 43 58

[56] K. D. VohsJ. W. Schooler 2008 The value of believing in free will: Encouraging a belief in determinism increases cheating. Psychological science 19 1 49 54

[57] J.B. Walther 1992 Interpersonal effects in computer-mediated interaction a relational perspective. Communication research 19 1 52 90

[58] B.C. WelshD.P. FarringtonS.J. O’Dell 2010 Effectiveness of public areas surveillance for crime prevention: Security guards, place managers and defensible space Stockholm Swedish National Council for Crime Prevention

[59] J. WirtzJ.R. McColl-Kennedy 2010 Oppor-tunistic customer claiming during service recovery. Journal of the academy of marketing sci-ence 38 5) 654 675

[60] S. Zhao 2003 Toward a taxonomy of copresence. Presence 12 5)445 455

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