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Innovative framework for self-service kiosks: Integrating customer value knowledge

Vakulenko, Yulia LU ; Oghazi, Pejvak and Hellström, Daniel LU (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)
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author
organization
publishing date
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
external identifiers
  • scopus:85073698888
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
2019-11-10 05:12:52
@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},
  keyword      = {Self-service technology, Self-service kiosk, Customer value, knowledge},
  language     = {eng},
  number       = {4},
  pages        = {262--268},
  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},
  volume       = {4},
  year         = {2019},
}