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Customer value in self-service kiosks: a systematic literature review
Lund University.
Lund University.
Linnaeus University.
2018 (English)In: International Journal of Retail & Distribution Management, ISSN 0959-0552, E-ISSN 1758-6690, Vol. 46, no 5, p. 507-527Article, review/survey (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
2018. Vol. 46, no 5, p. 507-527
Keywords [en]
Customer experience, Systematic review, Self-service technology, Customer value, Self-service kiosks
National Category
Business Administration
Identifiers
URN: urn:nbn:se:sh:diva-35729DOI: 10.1108/IJRDM-04-2017-0084ISI: 000432932800005Scopus ID: 2-s2.0-85046898072OAI: oai:DiVA.org:sh-35729DiVA, id: diva2:1223136
Available from: 2018-06-25 Created: 2018-06-25 Last updated: 2018-07-05Bibliographically approved

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Oghazi, Pejvak

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CiteExportLink to record
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Citation style
  • apa
  • ieee
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  • Other style
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Language
  • de-DE
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  • nn-NB
  • sv-SE
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More languages
Output format
  • html
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  • asciidoc
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