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Kiosks in retailing: the quiet revolution

Rowley, Jennifer and Slack, Frances (2003) Kiosks in retailing: the quiet revolution. International Journal of Retail & Distribution Management, 31 (6). pp. 329-339. ISSN 1758-6690

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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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