Abstract
Retailers are adopting self-service technologies (SSTs) to improve the quality of service. Self-service technologies indicate any technological application, but the most typical SST is interactive kiosks which refer to computer workstations for public access. Kiosks have widely been used for banking (ATM) and airline checkins. Now kiosks are shown in diverse retail sectors, including food service, supermarkets, department stores, specialty stores, drug stores, bookstores, and entertainment. The range of service varies depending on retailers’ goal. However, the retail application is not always positively received. Thus it is vitally important that retailers understand the inherent problems and strategic issues of kiosks as a SST. Successful kiosks can deliver financial returns to the company and also impact consumer satisfaction and retention.
Highlights
As customer service is an essential factor in the current market place, retailers are adopting self-service technologies (SSTs) to improve the quality of service
We reviewed the literature on retail kiosks
In order to learn of strategies for retail kiosks through the practice and identity of potential success factors, a company was selected and in-depth interviews were conducted with employees at that company
Summary
As customer service is an essential factor in the current market place, retailers are adopting self-service technologies (SSTs) to improve the quality of service. Kiosks have widely been used for banking (ATM) and airline check-ins Another popular use is for hotel service such as automated checkin and check-out facilities, automated room service ordering systems, automated. Successful kiosks can deliver financial returns to the company and impact consumer satisfaction and retention. Few previous studies have concentrated on self scanning devices or check-out systems in supermarket settings or have examined the influence on consumer commitment toward the firm. The previous studies did not clearly identify the success factors in different retail settings. Previous literature rarely profiled a successful case of retail kiosk use. This study introduces a case company which has a history of financial success and positive consumer response with the adoption of retail kiosks. We reviewed the literature on retail kiosks
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