Purpose – The article aims to focus on how information technology allows firms to deliver services by means of information kiosks. Design/methodology/approach – A total of 22 exploratory in‐depth interviews were conducted with key informants in the retail and other sectors, in primarily...

The Internet is changing the way that companies carry out their business and, in fact, constitutes an entirely new application domain, which makes product innovation possible. Moreover, it is a new medium for reaching consumers, which is a central preoccupation to organisations in the current...