Hoffman (1991) described how the introduction of
laser scanners to checkout systems during the 1980s
increased revenue (through increased transaction
volumes and lower costs of training, inventory and
staffing costs) and improved customer service (with
faster transaction times and significantly more accurate
charges). However, other research has shown that
these benefits may have been achieved at a cost to the
health, comfort and work satisfaction of checkout
operators (Wilson and Grey, 1984; Margolis and Kraus,