Kiosks in retailing: the quiet revolution

Authors:
  • JRJennifer Rowley
    Jennifer Rowley
  • FSFrances Slack
    Frances Slack
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Abstract
Kiosks have the potential to be a significant application of information technology 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, Sainsburys 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.

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