I stood at the corner of queues, typing my field observations. The short queue in front of me quickly emptied. The adjacent queue was long, however, and barely moved for a few minutes. Looking up, I saw that two of the three ‘Single Basket Checkout’ counters were unmanned. I exclaimed the situation to my parents in the queue. Yet despite the folded arms and knitted eyebrows, no one moved—certainly not to the long-empty ‘Self-Checkout’ queue.