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Yulia Vakulenko.

Yulia Vakulenko

Lecturer

Yulia Vakulenko.

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

Author

  • Yulia Vakulenko
  • Pejvak Oghazi
  • Daniel Hellström

Summary, in English

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.

Department/s

  • Packaging Logistics

Publishing year

2019

Language

English

Pages

262-268

Publication/Series

Journal of Innovation & Knowledge

Volume

4

Issue

4

Document type

Journal article

Publisher

Elsevier

Topic

  • Business Administration

Keywords

  • Self-service technology, Self-service kiosk, Customer value, knowledge

Status

Published

ISBN/ISSN/Other

  • ISSN: 2530-7614