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Customer value in self-service kiosks: a systematic literature review

Vakulenko, Yulia LU ; Hellström, Daniel LU and Oghazi, Pejvak (2018) In International Journal of Retail & Distribution Management 46(5). p.507-527
Abstract
Purpose – The purpose of this paper is to provide a cohesive overview of the available self-service and customer value literature, identify customer value in self-service kiosks (SSKs), and analyze this value from the customer experience perspective.

Design/methodology/approach – The study comprises a systematic literature review of available works on customer value.

Findings – The paper presents conclusions on the SSK’s technological forms, presence in industries, and conceptual state. The review also provides a cohesive inventory of customer value elements in SSKs. The in-depth analysis proposes two alternative models of the customer value creation process: linear and circular.

Research limitations/implications... (More)
Purpose – The purpose of this paper is to provide a cohesive overview of the available self-service and customer value literature, identify customer value in self-service kiosks (SSKs), and analyze this value from the customer experience perspective.

Design/methodology/approach – The study comprises a systematic literature review of available works on customer value.

Findings – The paper presents conclusions on the SSK’s technological forms, presence in industries, and conceptual state. The review also provides a cohesive inventory of customer value elements in SSKs. The in-depth analysis proposes two alternative models of the customer value creation process: linear and circular.

Research limitations/implications – The study reveals gaps stemming from the inconsistency and fragmented nature of previous research on customer value in SSKs. The gaps are treated as opportunities for future studies.

Practical implications – By identifying new sources of competitive advantage and new ways to improve customer service strategies and experience management, the findings support managerial decision making at the stages of considering, implementing, and improving SSK networks.

Originality/value – This study is the first to systematically review and provide an inventory of customer value elements in SSKs. It, therefore, offers new perspectives on customer value creation using self-service technology. (Less)
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author
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
Customer experience, Systematic review, Self-service technology, Customer value, Self-service kiosks
in
International Journal of Retail & Distribution Management
volume
46
issue
5
pages
507 - 527
publisher
Emerald Group Publishing Limited
external identifiers
  • scopus:85046898072
ISSN
0959-0552
DOI
10.1108/IJRDM-04-2017-0084
language
English
LU publication?
yes
id
dbece8d8-b75b-4c67-ba81-5c9d449ceeb9
date added to LUP
2018-05-15 09:28:39
date last changed
2018-11-21 21:39:49
@article{dbece8d8-b75b-4c67-ba81-5c9d449ceeb9,
  abstract     = {Purpose – The purpose of this paper is to provide a cohesive overview of the available self-service and customer value literature, identify customer value in self-service kiosks (SSKs), and analyze this value from the customer experience perspective.<br/><br/>Design/methodology/approach – The study comprises a systematic literature review of available works on customer value.<br/><br/>Findings – The paper presents conclusions on the SSK’s technological forms, presence in industries, and conceptual state. The review also provides a cohesive inventory of customer value elements in SSKs. The in-depth analysis proposes two alternative models of the customer value creation process: linear and circular.<br/><br/>Research limitations/implications – The study reveals gaps stemming from the inconsistency and fragmented nature of previous research on customer value in SSKs. The gaps are treated as opportunities for future studies.<br/><br/>Practical implications – By identifying new sources of competitive advantage and new ways to improve customer service strategies and experience management, the findings support managerial decision making at the stages of considering, implementing, and improving SSK networks.<br/><br/>Originality/value – This study is the first to systematically review and provide an inventory of customer value elements in SSKs. It, therefore, offers new perspectives on customer value creation using self-service technology.},
  author       = {Vakulenko, Yulia and Hellström, Daniel and Oghazi, Pejvak},
  issn         = {0959-0552},
  keyword      = {Customer experience,Systematic review,Self-service technology,Customer value,Self-service kiosks},
  language     = {eng},
  number       = {5},
  pages        = {507--527},
  publisher    = {Emerald Group Publishing Limited},
  series       = {International Journal of Retail & Distribution Management},
  title        = {Customer value in self-service kiosks: a systematic literature review},
  url          = {http://dx.doi.org/10.1108/IJRDM-04-2017-0084},
  volume       = {46},
  year         = {2018},
}