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

Yulia Vakulenko*, Daniel Hellström, Pejvak Oghazi

*Corresponding author for this work

Research output: Contribution to journalReview Articlepeer-review

19 Citations (Scopus)

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.
Original languageEnglish
Peer-reviewed scientific journalInternational Journal of Retail and Distribution Management
Volume46
Issue number5
Pages (from-to)507-527
Number of pages21
ISSN0959-0552
DOIs
Publication statusPublished - 2018
MoE publication typeA2 Review article in a scientific journal

Keywords

  • 512 Business and Management
  • customer experience
  • systematic review
  • self-service technology
  • customer value
  • self-service kiosks

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