“I’m committed to getting my customers through the lines quicker,” says a Kroger cashier in a commercial posted on YouTube. Other cashiers chime in: “At Kroger you get shorter lines and faster checkouts. Who likes standing in line? We promise you will spend less time in line. Faster checkout at Kroger [repeated].” It is an article of faith in the food retailing industry that one of the key drivers of customer satisfaction is a positive checkout experience, ...
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