Innovative framework for self-service kiosks: Integrating customer value knowledge
(2019) In Journal of Innovation & Knowledge 4(4). p.262-268- Abstract
- This study reveals different types of self-service kiosk customer value and synthesizes the self-service kiosk customer value framework, which includes four value groups and three types of customer value elements. The study also reveals gaps which stem from the inconsistency and fragmented nature of previous research on customer value in self-service kiosks. Based on the review of relevant literature and analysis of the systematically selected articles, the findings provide a basis for future investigations into service science and support manager decision making during the stages of consideration, implementation, and improvement of self-service kiosk networks. This study provides a comprehensive inventory of self-service kiosk customer... (More)
- This study reveals different types of self-service kiosk customer value and synthesizes the self-service kiosk customer value framework, which includes four value groups and three types of customer value elements. The study also reveals gaps which stem from the inconsistency and fragmented nature of previous research on customer value in self-service kiosks. Based on the review of relevant literature and analysis of the systematically selected articles, the findings provide a basis for future investigations into service science and support manager decision making during the stages of consideration, implementation, and improvement of self-service kiosk networks. This study provides a comprehensive inventory of self-service kiosk customer value and its elements. (Less)
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/record/c41e8bd3-0576-4c9c-90bb-2d93edfec627
- author
- Vakulenko, Yulia LU ; Oghazi, Pejvak and Hellström, Daniel LU
- organization
- publishing date
- 2019
- type
- Contribution to journal
- publication status
- published
- subject
- keywords
- Self-service technology, Self-service kiosk, Customer value, knowledge
- in
- Journal of Innovation & Knowledge
- volume
- 4
- issue
- 4
- pages
- 262 - 268
- publisher
- Elsevier
- external identifiers
-
- scopus:85073698888
- ISSN
- 2530-7614
- DOI
- 10.1016/j.jik.2019.06.001
- language
- English
- LU publication?
- yes
- id
- c41e8bd3-0576-4c9c-90bb-2d93edfec627
- date added to LUP
- 2019-04-15 14:29:45
- date last changed
- 2022-04-25 22:30:05
@article{c41e8bd3-0576-4c9c-90bb-2d93edfec627, abstract = {{This study reveals different types of self-service kiosk customer value and synthesizes the self-service kiosk customer value framework, which includes four value groups and three types of customer value elements. The study also reveals gaps which stem from the inconsistency and fragmented nature of previous research on customer value in self-service kiosks. Based on the review of relevant literature and analysis of the systematically selected articles, the findings provide a basis for future investigations into service science and support manager decision making during the stages of consideration, implementation, and improvement of self-service kiosk networks. This study provides a comprehensive inventory of self-service kiosk customer value and its elements.}}, author = {{Vakulenko, Yulia and Oghazi, Pejvak and Hellström, Daniel}}, issn = {{2530-7614}}, keywords = {{Self-service technology, Self-service kiosk, Customer value, knowledge}}, language = {{eng}}, number = {{4}}, pages = {{262--268}}, publisher = {{Elsevier}}, series = {{Journal of Innovation & Knowledge}}, title = {{Innovative framework for self-service kiosks: Integrating customer value knowledge}}, url = {{http://dx.doi.org/10.1016/j.jik.2019.06.001}}, doi = {{10.1016/j.jik.2019.06.001}}, volume = {{4}}, year = {{2019}}, }