Published Paper Details:

The study investigates how customers behave and retailers operate in physical stores when their behavior is affected by self-service Internet of Things (IoT)-enabled retail kiosks. Systems that use computation to adapt themselves to the needs of their users can realize remarkable improvements with respect to custom indicators such as waiting time, transaction speed, frequency of purchase customer satisfaction store staff workload after/ following error control for personalization. Study findings indicated that IoT-enabled self-service kiosks had an impact on perceived waiting times (-42%), purchasing frequency (+28%) and operational efficiency in terms of reduced pressure on support staff (-31%); lower queue time. Interface design clarity also was highly related to satisfaction (r = 0.67, p < 0.001)., and error-reducing task that reduced transactional errors fivefold (from 14% to 5%) as well as user frustration. But the users wished to add also more personalization and dynamism in the interface options, so there is room for improvement. Our findings together call attention to the opportunities IoT kiosks offer for enhancing both customer service and store management, and point toward exciting new possibilities for novel kiosk systems.