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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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 - Does NOT include content added after October 2018: Cultural Communication and Computing Research Institute > Communication and Computing Research Centre
Departments - Does NOT include content added after October 2018: Faculty of Science, Technology and Arts > Department of Computing
Identification Number:
Page Range: 329-339
Depositing User: Ann Betterton
Date Deposited: 24 Apr 2007
Last Modified: 18 Mar 2021 14:20

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