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Barry's competitor is trialling a self-service kiosk. His customers are talking about it, and one has defected. Barry has recently, against his better judgement, set up an e-commerce web site, which has caused no end of problems. Will he have the same headaches with kiosks? How much will it cost? Will it improve the customers’ view of his company? Will it make any money? Who will run the project? He can’t trust suppliers at all, because most suppliers sell and run – don’t they?

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