Kiosks in retailing: the quiet revolution

ROWLEY, J. and SLACK, Frances (2003). Kiosks in retailing: the quiet revolution. International journal of retail and distribution management, 31 (6), 329-339.

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    Link to published version:: 10.1108/09590550310476060


    Kiosks have the potential to be a significant application of IT in retailing, information provision and service delivery. This article discusses and analyses the application of kiosks as a channel for in-store service delivery. For these kiosks a taxonomy that characterises kiosks by their function: inform, interact, transact and relate is proposed. Eight case study examples of in store kiosks are analysed in using a framework that includes environment, task, audience, and technology. Included are: kiosks used by Halifax, Daewoo, Argos, Ikea, Debenhams, GNER, Sainsbury’s. and Boots. Both the taxonomy and the framework provide a basis for further analysis of the role of kiosks in service delivery, by allowing analysis and discussion of individual kiosks to be contextualised within a wider framework.

    Item Type: Article
    Additional Information: © Emerald Group Publishing Limited
    Uncontrolled Keywords: Kiosks, Service Delivery, Retailing
    Research Institute, Centre or Group: Cultural Communication and Computing Research Institute > Communication and Computing Research Centre
    Identification Number: 10.1108/09590550310476060
    Depositing User: Ann Betterton
    Date Deposited: 24 Apr 2007
    Last Modified: 21 Dec 2010 11:29

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