Kiosks in retailing: the quiet revolution

Abstract

Kiosks have the potential to be a significant application of information technology in retailing, information provision and service delivery. This article discusses and analyses the application of kiosks as a channel for in‐store service delivery. For these kiosks a taxonomy that characterises kiosks by their function – inform, interact, transact and relate – is proposed. Eight case study examples of in‐store kiosks are analysed in using a framework that includes environment, task, audience, and technology. Included are kiosks used by Halifax, Daewoo, Argos, Ikea, Debenhams, GNER, Sainsburys and Boots. Both the taxonomy and the framework provide a basis for further analysis of the role of kiosks in service delivery, by allowing analysis and discussion of individual kiosks to be contextualised within a wider framework.

Citation

Rowley, J. and Slack, F. (2003), "Kiosks in retailing: the quiet revolution", International Journal of Retail & Distribution Management, Vol. 31 No. 6, pp. 329-339. https://doi.org/10.1108/09590550310476060