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

Research output: Contribution to journalArticle

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 – 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.

Details

Authors
Organisations
External organisations
  • Södertörn University
Research areas and keywords

Subject classification (UKÄ) – MANDATORY

  • Engineering and Technology
  • Social Sciences

Keywords

  • Customer experience, Systematic review, Self-service technology, Customer value, Self-service kiosks
Original languageEnglish
Pages (from-to)507-527
JournalInternational Journal of Retail & Distribution Management
Volume46
Issue number5
Early online date2018 May
Publication statusPublished - 2018
Publication categoryResearch
Peer-reviewedYes