SLACK, Frances and ROWLEY, J. (2001). Kiosks 21: a new role for information kiosks? International journal of information management.
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Discusses and analyses the latest generation of information kiosks, Kiosks 21, which features information provision/promotion, interaction, transaction and relationships. In contrast to their task based predecessors, these kiosks focus on customer service delivery to ‘customers in context’. Five case studies of such kiosks located respectively in an airport, railway station, car rental base, hotel lobby, and shopping mall are analysed to demonstrate the way in which the kiosks are implemented to meet the differing requirements of customers in different contexts. Case studies are analysed in terms of kiosk design and location, user profile, information architecture, interface design, communication, and commerce. A range of areas for research and development are proposed.
|Additional Information:||Copyright © 2002 Published by Elsevier Science Ltd|
|Uncontrolled Keywords:||Kiosks, Public access kiosks, E-business, Customer service.|
|Research Institute, Centre or Group:||Cultural Communication and Computing Research Institute > Communication and Computing Research Centre|
|Depositing User:||Ann Betterton|
|Date Deposited:||17 May 2007|
|Last Modified:||21 Dec 2010 11:29|
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