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Kiosks 21: a new role for information kiosks?

Slack, Frances and Rowley, Jennifer (2002) Kiosks 21: a new role for information kiosks? International Journal of Information Management, 22 (1). pp. 67-83. ISSN 1873-4707

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Abstract

This paper discusses and analyses the latest generation of information kiosks, Kiosks 21, which feature 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.

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