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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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.
|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|
|Depositing User:||Ann Betterton|
|Date Deposited:||24 Apr 2007|
|Last Modified:||21 Dec 2010 11:29|
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