Information kiosks: a taxonomy

The purpose of this paper is to propose a multi‐dimensional taxonomy for information kiosk‐based self service technologies (SSTs). This taxonomy has an important contribution to make to the integration of research and development, in relation to information kiosks. There are aspects that may also be extended to e‐service, online service and self‐service.

The conceptual context for this work is established by a review of previous literature. This focuses on taxonomies and classification schemes relating to information kiosks, traditional services (p‐services) and e‐services. A comprehensive database of information kiosk technologies and their applications is constructed. Longitudinal observation of the development of information kiosk technologies is the basis for this and has been extended by web research.

An iterative analysis of the kiosk database defines the nature of service delivery from kiosks, and supports the identification and verification of the dimensions and sub‐dimensions of the taxonomy. It is informed by earlier classification schemes and taxonomies in the information kiosk, e‐service and p‐service literature.

This taxonomy has four main dimensions: Location, User, Task and Technology. Sub‐dimensions are developed for each of these main dimensions. It can be used to classify all information kiosks.