Help yourself†

The recession spurs self-service

Economist, July 2, 2009 — AMERICANS worried that cheap labour in faraway countries threatens jobs at home should redirect their gaze to the mirror. Yes, companies are outsourcing jobs—to their customers. They are steering ever greater numbers to ATMs instead of tellers, websites instead of telephone hotlines and automated checkouts instead of manned registers. The recession is making them even keener.

Self-service is on the rise in industries from retailing and entertainment to travel and telecommunications.