ILO Home
Go to the home page
Site map | Contact us Français | Español

CISDOC database

Document ID (ISN)111678
CIS number 11-0343
ISSN - Serial title 0169-8141 - International Journal of Industrial Ergonomics
Year 2011
Convention or series no.
Author(s) Kihlstedt A., Hägg G.M.
Title Checkout cashier work and counter design - Video movement analysis, musculoskeletal disorders and customer interaction
Bibliographic information 2011, Vol.41, p.201-207. Illus. 19 ref.
Abstract This study was conducted in order to analyse checkout cashiers' movements at a checkout counter during interaction with customers and the prevalence of work-related stress and musculoskeletal disorders in checkout cashiers. In one shop, six cashiers were videotaped during the workday and 50 cashiers from seven shops from the same chain of stores responded to a questionnaire. Cashier activities and movements, customer interaction and counter design issues were analysed from the video data. Prevalence of work-related stress and musculoskeletal disorders was obtained from the questionnaire. It was found that 76% of all items were manually turned or angled. With a better adjustment of the scanner and a standardised positioning of the barcode, many of these movements could be avoided. Furthermore the prevalence of musculoskeletal disorders was quite high (68% for the neck). The questionnaire results showed that many cashiers experienced stress. The behaviour of the customers was the major cause of stress. Other sources of stress arose from bad design or function of the computer system or other technical equipment.
Descriptors (primary) Sweden; supermarkets; musculoskeletal diseases; ergonomics; cashiers and ticket clerks; stress factors; risk factors
Descriptors (secondary) repetitive work; posture recording; human behaviour; questionnaire survey; ergonomic evaluation; job study
Document type D - Periodical articles
Subject(s) Commerce, services, offices
Psychology and sociology
Ergonomics and work organization
Broad subject area(s) Occupational medicine, epidemiology
Physiology, ergonomics
Stress, psychosocial factors
Browse category(ies) Retail industry
Psychological factors