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

2018 ◽  
Vol 46 (5) ◽  
pp. 507-527 ◽  
Author(s):  
Yulia Vakulenko ◽  
Daniel Hellström ◽  
Pejvak Oghazi
Keyword(s):  
Literature Review ◽  
Customer Service ◽  
Systematic Literature Review ◽  
Value Creation ◽  
Customer Value ◽  
Managerial Decision ◽  
Content Type ◽  
Depth Analysis ◽  
Self Service ◽  
Self Service Technology

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.

Identifying enablers for coordination across construction supply chain processes: a systematic literature review

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Qian Chen ◽  
Daniel Mark Hall ◽  
Bryan Tyrone Adey ◽  
Carl Thomas Haas
Keyword(s):  
Systematic Review ◽  
Supply Chain ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Construction Projects ◽  
Relevant Literature ◽  
Multiple Perspectives ◽  
Content Type ◽  
Chain Processes ◽  
Depth Analysis

PurposeManaging stakeholders' reciprocal interdependencies is always a challenging issue. Stakeholders need to find out different ways to communicate information and coordinate material flows during the supply chain processes. Many recent studies have advanced construction supply chain coordination from multiple perspectives. However, the field still lacks a comprehensive analysis to summarize existing research, to explicitly identify all the possible enablers for coordination and to investigate how the enablers can be carried out at the supply chain interfaces. To fill the gap, this study aims to conduct a systematic review in order to examine the relevant literature.Design/methodology/approachA systematic literature review process was conducted to identify and synthesize relevant publications (published in the past 20 years) concerning the coordination of construction supply chain functions. These publications were coded to link main research findings with specific enabler categories. In addition, how these enablers can be used at the interfaces across supply chain processes was reviewed with an in-depth analysis of reciprocal communications between stakeholders at design-to-production, production-to-logistics and production-to-site-assembly phases.FindingsThe coordination enablers were classified into three categories: (1) contractual enablers (including subtopics on relational contracts and incentive models), (2) procedural enablers (including subtopics on multiagent knowledge sharing systems and the last planner system) and (3) technological enablers (including subtopics on linked databases for design coordination, design for manufacturing software platforms and automated monitoring technologies). It was found that interfacing different functions requires a certain level of integration of stakeholders for quick response and feedback processes. The integration of novel contractual forms with digital technologies, such as smart contracts, however, was not adequately addressed in the state of the art.Research limitations/implicationsThe scope of the systematic review is limited to the static analysis of selected publications. Longitudinal studies should be further included to sharpen the inductions of enablers considering organizational changes and process dynamics in construction projects.Practical implicationsDifferent enablers for coordination were summarized in a concise manner, which provides researchers and project stakeholders with a reinforced understanding of various ways to manage reciprocal interdependencies at different supply chain interfaces.Originality/valueThis study constitutes an important input for research on the construction supply chain by illuminating the thematic topic of coordination from inductively developed review processes, which included a holistic framing of the emerging coordination enablers and their use across supply chain functions. Consequently, it closes some identified knowledge gaps and offers additional insights to improve the supply chain performance of construction projects.

Trends and challenges of visual search interfaces in digital libraries and repositories

2017 ◽  
Vol 35 (1) ◽  
pp. 69-98 ◽  
Author(s):  
Paul Alonso Gaona-García ◽  
David Martin-Moncunill ◽  
Carlos Enrique Montenegro-Marin
Keyword(s):  
Visual Search ◽  
Literature Review ◽  
Systematic Literature Review ◽  
User Interfaces ◽  
Digital Libraries ◽  
Content Type ◽  
Information Visualisation ◽  
Knowledge Organisation ◽  
Depth Analysis ◽  
Use Of Knowledge

Purpose This paper aims to present an overview of the challenges encountered in integrating visual search interfaces into digital libraries and repositories. These challenges come in various forms, including information visualisation, the use of knowledge organisation systems and metadata quality. The main purpose of this study is the identification of criteria for the evaluation and integration of visual search interfaces, proposing guidelines and recommendations to improve information retrieval tasks with emphasis on the education-al context. Design/methodology/approach The information included in this study was collected based on a systematic literature review approach. The main information sources were explored in several digital libraries, including Science Direct, Scopus, ACM and IEEE, and include journal articles, conference proceedings, books, European project reports and deliverables and PhD theses published in an electronic format. A total of 142 studies comprised the review. Findings There are several issues that authors did not fully discuss in this literature review study; more specific, aspects associated with access of digital resources in digital libraries and repositories based on human computer interaction, i.e. usability and learnability of user interfaces; design of a suitable navigation method of search based on simple knowledge organisation schemes; and the use of usefulness of visual search interfaces to locate relevant resources. Research limitations/implications The main steps for carrying out a systematic review are drawn from health care; this methodology is not commonly used in fields such as digital libraries and repositories. The authors aimed to apply the fundamentals of the systematic literature review methodology considering the context of this study. Additionally, there are several aspects of accessibility that were not considered in the study, such as accessibility to content for disabled people as defined by ISO/IEC 40500:2012. Originality/value No other systematic literature reviews have been conducted in this field. The research presents an in-depth analysis of the criteria associated with searching and navigation methods based on the systematic literature review approach. The analysis is relevant for researchers in the field of digital library and repository creation in that it may direct them to considerations in designing and implementing visual search interfaces based on the use of information visualisation.

Academic entrepreneurship intentions: a systematic literature review

2020 ◽  
Vol 39 (5) ◽  
pp. 645-704 ◽  
Author(s):  
Sara Neves ◽  
Carlos Brito
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Academic Entrepreneurship ◽  
Academic Community ◽  
Entrepreneurial Intentions ◽  
Future Research ◽  
Content Type ◽  
Depth Analysis ◽  
The Individual ◽  
The University

PurposeThe objective of this research is to have an up-to-date and comprehensive assessment of the current knowledge regarding the variables that encourage the individuals, within the academic community, to get involved in knowledge exploitation activities. It is influenced by the observation that there is a need for more systematic scrutiny of micro-level processes to deepen our understanding of academic entrepreneurship (Balven et al., 2018; Wright and Phan, 2018). The study proposes to answer to ‘What are the drivers of academic entrepreneurial intentions?’ and ‘What are the emerging topics for future research?’Design/methodology/approachThe paper follows a Systematic Literature Review process (Tranfield et al., 2003) and adopts a four-step process format from previous literature reviews within the entrepreneurship context (Miller et al., 2018). From the results within Scopus and Web of Science databases, this research selected, evaluated, summarised and synthesised 66 relevant papers.FindingsThis study provides a factor-listed representation of the individual, organisational and institutional variables that should be considered in the strategies defined by the university. Moreover, the study concludes that the push factors behind the intentions are multiple, context-dependent, hierarchy-dependent, heterogeneous and, at the same time, dependent on each other and against each other. Lastly, the study contributes to academic entrepreneurship literature, especially entrepreneurial intention literature, which has recently received more researchers' attention.Originality/valueThe study corroborates that the individual factors, directly and indirectly via Theory of Planned Behaviour, strongly impact the academics' intentions. While the focus of the papers under review was an in-depth analysis of a selected group of factors, this SLR sought to compile the factors that were identified and provide a broader picture of all those factors to be considered by the university management. It contributes to the identification and clustering of the drivers that encourage academics to engage in knowledge valorisation activities, differentiating them by activity. For the practitioners, this list can be used by university managers, TTOs and department managers, and policymakers to guide questionnaires or interviews to analyse their academics' intentions and adequately support its academic engagement strategy. Lastly, this study also suggests worthwhile avenues for future research.

Analysing the adoption of cloud computing service: a systematic literature review

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mahak Sharma ◽  
Ruchita Gupta ◽  
Padmanav Acharya
Keyword(s):  
Cloud Computing ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Cloud Services ◽  
Future Research ◽  
Causal Relationships ◽  
Critical Factors ◽  
Content Type ◽  
Cloud Computing Service ◽  
Depth Analysis

Purpose The purpose of this paper is to presents an analysis of geographically and disciplinary scattered academic publications of cloud computing (CC) research in information systems. This review aims to understand the research methodology, research frameworks and models, geographical distribution, trends, critical factors and causal relationships associated with cloud computing adoption (CCA). Design/methodology/approach Systematic-literature-review using natural language processing is conducted to explore the phenomenon. The relevant research studies are extracted from various online databases using quality-assessment-criteria. Findings The study is a novel attempt to highlight the differences in critical factors for CCA in different country-settings. Further, the research explores the causal relationships among the identified factors. The findings of this 12-year systematic-review contribute by aiding the providers and potential adopters to devise context-specific strategies for the penetration of cloud services and sound adoption decisions (ADs), respectively. The findings also highlight the prospective avenues of research in the domain for researchers. Using the in-depth analysis, conceptual frameworks have been proposed that can assist in exploring the pre-adoption and post-adoption of CC. Originality/value This study contributes to CCA research by providing holistic insights into the methodology, research framework and models, geographical focus, critical factors and causal relationships influencing the AD or intention. The review highlights the unexplored emerging research topics in the field of CCA for future research directions.

An integrated perspective of value creation and capture: a systematic literature review

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Claudio Minerbo ◽  
Luiz Artur Ledur Brito
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Value Creation ◽  
Operations Management ◽  
Theoretical Understanding ◽  
Value Capture ◽  
Content Type ◽  
Future Studies ◽  
Practical Guidelines ◽  
Value Creation And Capture

Purpose The existing literature is fragmented across disciplines and does not provide a holistic, comprehensive view on how value is created, deployed and captured. This paper aims to provide a structured view of the current literature and facilitates a theoretical understanding of value creation and capture in buyer–supplier relationships. Design/methodology/approach A systematic literature review was conducted on 195 articles published in 21 leading journals in marketing, operations management and strategy disciplines. Findings An integrated, generalizable and expandable framework is proposed based on the causal or interactive relationship among four components, namely, dimensions of value creation; processes and interactions by which buyers and suppliers enable value creation; relationship characteristics that affect these components; and value capture. Two new areas for future studies are also suggested. Research limitations/implications The findings are based on papers published in peer-reviewed academic literature. Future studies could include more heterogeneous publications in languages other than English and/or professional journals to compare scholars' and managers' perspectives. Practical implications This study offers simple, practical guidelines that managers can apply in their real-world situations to increase the value they gain from their relationships. Originality/value The framework does not pretend to be exhaustive because such an attempt would be impractical. Rather, this study provides practical examples for each component, and shows how additional concepts and constructs can be incorporated to make it inclusive and generalizable. Two new manners of value capture other than price negotiations are presented (volume and collaborative benefits).

Design-driven innovation: a systematic literature review

2019 ◽  
Vol 31 (1) ◽  
pp. 92-114 ◽  
Author(s):  
Heleen De Goey ◽  
Per Hilletofth ◽  
Lars Eriksson
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Value Creation ◽  
Practical Implication ◽  
Theoretical Framework ◽  
Knowledge Generation ◽  
Future Research ◽  
Concept Design ◽  
Content Type ◽  
Iterative Coding

Purpose The concept design-driven innovation focuses on innovating product meanings. It has been studied from a variety of perspectives and contexts since the early 2000s. However, a complete overview of the literature published in this area is currently missing. The purpose of this study is to provide a comprehensive understanding of how design-driven innovation contributes to value creation in product development. Design/methodology/approach In this systematic literature review, 57 papers and book chapters that cover design-driven innovation were identified and analyzed. An iterative coding process was followed to derive five facets of design-driven innovation that contribute to value creation. Findings Design-driven innovation creates value by focusing on the intangible values of products. The following five facets of design-driven innovation that contribute to value creation were identified: development of new product meanings, knowledge generation, actors and collaborations, capabilities and process. These facets and their interrelations are presented in a theoretical framework. Practical implications The main practical implication of this study is that it is now clear that the five facets of design-driven innovation are interrelated and reinforce each other. Therefore, companies need to approach design-driven innovation from a holistic perspective. Originality/value This paper contributes to theory by presenting the theoretical framework that provides an overview of available knowledge and that creates a context for future research.

Application of blockchain technology for agrifood supply chain management: a systematic literature review on benefits and challenges

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ayushi Srivastava ◽  
Kavya Dashora
Keyword(s):  
Content Analysis ◽  
Supply Chain ◽  
Supply Chain Management ◽  
Literature Review ◽  
Citation Analysis ◽  
Systematic Literature Review ◽  
Chain Management ◽  
Content Type ◽  
Blockchain Technology ◽  
Depth Analysis

PurposeThis study aims to explore and analyze the application of blockchain technology (BKCT) in agrifood supply chain management (AFSM).Design/methodology/approachA systematic literature review (SLR) using Scopus, Emerald and Web of Science covering publications from 2016 to 2021 (till June). Out of 429 papers, 89 papers were shortlisted from journals based on citation analysis. The citation analysis was followed by a content analysis was for an in-depth analysis.FindingsRegarding the application of BKCT in the agrifood supply chain, the study highlights the issue of food safety, traceability, transparency, eliminating intermediaries and integrating Internet of things (IoT) with BKCT as prominent applications in the agrifood sector. The study also uses the case of honey supply chain to use the explored applications in the agrifood sector and provides a traceability solution based on blockchain integrated with IoT. The challenges of BKCT as identified in the study are scalability, privacy, security, lack of regulations and lack of skills and training.Research limitations/implicationsThe review considers only academic papers obtained from specific databases with their relevance based on number of citations.Originality/valueThe study contributes to filling the existing research gap through this SLR on the application of BKCT in AFSCM. The content analysis further assists in exploring the benefits and challenges of BKCT in the agrifood sector. Thus, the academic articles selected aid in this process.

Industry 4.0, quality management and TQM world. A systematic literature review and a proposed agenda for further research

2020 ◽  
Vol 32 (4) ◽  
pp. 603-616 ◽  
Author(s):  
Andrea Chiarini
Keyword(s):  
Quality Management ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Industry 4.0 ◽  
Customer Value ◽  
Big Data Analytics ◽  
Content Type ◽  
Definition Of ◽  
And Control ◽  
Different Sources

PurposeThe main purpose of this paper is to analyse the current literature situation in terms of relationships between Industry 4.0 and quality management and TQM. The author wanted to understand what topics and issues can be considered the most relevant referring to the so-called Quality 4.0, what the literature is missing opening avenues for further research.Design/methodology/approachThis research employed a systematic literature review. In total, 75 papers from different sources were reviewed using specific inclusion and exclusion criteria.FindingsFour categories of topics emerged, namely: creating value within the company through quality (big) data, analytics and artificial intelligence; developing Quality 4.0 skills and culture for quality people; customer value co-creation; cyber–physical systems and ERP for quality assurance and control. This paper also tried to understand if there is a definition of Quality 4.0 based on determined methods.Research limitations/implicationsSystematic literature review could have introduced some limitations in terms of the number and reliability of reviewed papers. Probably some interesting papers had been not intentionally missed.Practical implicationsConsultants and managers in developing and implementing their own Quality 4.0 models could use many practical and discussed implications concerning I4.0 technologies and quality management.Originality/valueThis is one of the first papers which employed the systematic literature review for researching Industry 4.0, quality management and TQM relationships.

scholarly journals Assessing inter-organizational performance through customer value: a literature review

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lucrezia Coletta ◽  
Milena Vainieri ◽  
Guido Noto ◽  
Anna Maria Murante
Keyword(s):  
Literature Review ◽  
Organizational Performance ◽  
Systematic Literature Review ◽  
Customer Value ◽  
Two Dimensions ◽  
Evaluation Framework ◽  
Content Type ◽  
Starting Point ◽  
Wide Perspective ◽  
Practical Implications

Purpose This study aims to systematically review the literature on the use of customer value for the evaluation of inter-organizational performance, with a wide perspective embracing different contexts and settings. Design/methodology/approach Searching within the Scopus and ISI Web of Science databases, a systematic literature review has been conducted analyzing 41 papers published between 1991 and 2020. Findings Categorization of customer value and inter-organizational performance measures were developed and the main differences among different settings were discussed. Practical implications The results presented in this study may be helpful for practitioners and managers who, in the completion of their activities, have to maintain strong and frequent relationships with other organizations. In fact, practitioners and managers interested in enhancing customer value and measuring inter-organizational performance may find an innovative perspective linking the two dimensions. They could find the categorizations presented in this study as a starting point for developing a performance evaluation framework suitable for evaluating their present business relationships. In fact, the categorizations provide a panorama of how scholars have measured until now inter-organizational performance through customer value, and therefore, they could choose the measures more appropriate for their situation. Originality/value No systematic literature review of the use of customer value for assessing inter-organizational performance has previously been undertaken, especially considering different settings.

Utilizing a systematic literature review to develop an integrated framework for information and knowledge management systems

2017 ◽  
Vol 47 (2) ◽  
pp. 250-264 ◽  
Author(s):  
Chulatep Senivongse ◽  
Alex Bennet ◽  
Stefania Mariano
Keyword(s):  
Knowledge Management ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Value Added ◽  
Specific Area ◽  
Management Systems ◽  
Knowledge Management Systems ◽  
Content Type ◽  
Integrated Framework ◽  
Information And Knowledge Management

Purpose The purpose of this paper is to demonstrate the value of using a systematic literature review to develop an integrated framework for information and knowledge management systems. Design/methodology/approach First, the systematic literature review method is introduced, differentiating it from traditional literature reviews in terms of value-added and limitations. Second, this methodology is used in a research application focused on absorptive capacity internal capabilities with regard to the processes of acquisition, assimilation, transformation and exploitation. Third, an integrated framework for information and knowledge management systems is developed from this application. Findings The systematic literature review approach provides a rigor that can assist in reducing researcher bias while simultaneously enabling the definition of a precise scope of review, with a clear explanation of selection criteria with the objective to find and review all the studies that are relevant to the search definitions. As a research method, it effectively supports a qualitative, quantitative or mixed methodology. Research limitations/implications This methodology was applied to one specific area of research. Specific limitations include the availability of articles in subscribed databases and the analytical capabilities of the tools used for text mining and analytics. Originality/value This paper demonstrates the usefulness of the systematic literature review methodology in developing an integrated framework for analysis.

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