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

Yulia Vakulenko, Pejvak Oghazi*, Daniel Hellström

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

23 Citations (Scopus)


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.
Original languageEnglish
Peer-reviewed scientific journalJournal of Innovation and Knowledge
Issue number4
Pages (from-to)262-268
Number of pages7
Publication statusPublished - 2019
MoE publication typeA1 Journal article - refereed


  • 512 Business and Management
  • self-service technology
  • self-service kiosk
  • customer value


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