Search results

1 – 10 of 11
To view the access options for this content please click here
Article
Publication date: 10 July 2019

Nataly Suarez, Katerina Berezina, Wan Yang and Susan Gordon

The purpose of this study is to explain the impact of innovation characteristics (relative advantage, compatibility, complexity and perceived risk) and individual…

Abstract

Purpose

The purpose of this study is to explain the impact of innovation characteristics (relative advantage, compatibility, complexity and perceived risk) and individual differences (inertia, technology anxiety, need for interaction and previous experience) on customer intentions to adopt tablet-based menus in various restaurants settings.

Design/methodology/approach

An experimental design was used in this study to explore tablet-based menu acceptance intentions across three restaurant settings: quick-service, midscale and upscale. A total of 415 participants were randomly assigned to one of the three scenarios describing a dining experience. Each scenario placed participants in a restaurant setting where a tablet-based menu was a part of the guests’ dining experience.

Findings

The study results indicated that out of the four innovation characteristics, compatibility and relative advantage are strong predictors of adoption intention of tablet-based menus. Among customer individual differences, technology anxiety and need for interaction were not found to have a statistically significant impact on intentions to adopt tablet-based menus. It was also found that customers dining at quick-service and midscale restaurants are more likely to adopt tablet-based menus than customers dining at upscale restaurants.

Practical implications

Managers in quick-service and midscale restaurants may consider investing in tablet-based menus, as customers of these restaurant types demonstrate higher adoption intentions compared to the customers of upscale dining establishments. The results of this study suggest that upscale restaurants should plan carefully before switching to table-based menus.

Originality/value

The findings of this study may assist restaurant managers in recognizing the importance of customer acceptance of new technologies such as tablet-based menus, which will lead to informed decisions about implementing tablet-based menus in their establishments.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Article
Publication date: 8 April 2014

Srikanth Beldona, Nadria Buchanan and Brian L. Miller

The aim of this paper is to determine the relative efficacy of an e-tablet menu over the traditional paper-based menu across the parameters of order information quality…

Abstract

Purpose

The aim of this paper is to determine the relative efficacy of an e-tablet menu over the traditional paper-based menu across the parameters of order information quality, menu usability, and ordering satisfaction using customer perceptions.

Design/methodology/approach

Two types of data were collected: customer perceptions using an instrument comprising academically underpinned constructs and observational data that involved ordering times, logs of any customization requests, and notes gathered from interactions with restaurant staff.

Findings

Findings indicate that e-tablet menus are significantly superior to the traditional paper-based menu across all parameters. Restaurateurs should be cognizant of customization options to significantly enhance order information quality, improve customer service and boost sales.

Research limitations/implications

The findings support the idea that the use of technology does help to enhance the service experience, specifically the ordering experience for the customer.

Practical implications

Electronic tablets have the ability to transfer greater levels of information in an interactive manner thereby enhancing the role of the menu in the merchandising of a restaurant's offerings.

Originality/value

Although there is evidence of the importance of restaurant menus to the success of restaurants, little is known about the influence of the use of electronic menus on the ordering experience. This study provides findings that focus on the usability of menus and their impact on the ordering experience.

Details

International Journal of Contemporary Hospitality Management, vol. 26 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Book part
Publication date: 14 October 2019

Katerina Berezina, Olena Ciftci and Cihan Cobanoglu

Purpose: The purpose of this chapter is to review and critically evaluate robots, artificial intelligence and service automation (RAISA) applications in the restaurant…

Abstract

Purpose: The purpose of this chapter is to review and critically evaluate robots, artificial intelligence and service automation (RAISA) applications in the restaurant industry to educate professors, graduate students, and industry professionals.

Design/methodology/approach: This chapter is a survey of applications of RAISA in restaurants. The chapter is based on the review of professional and peer-reviewed academic literature, and the industry insight section was prepared based on a 50-minute interview with Mr. Juan Higueros, Chief Operations Officer of Bear Robotics.

Findings: Various case studies presented in this chapter illustrate numerous possibilities for automation: from automating a specific function to complete automation of the front of the house (e.g., Eatsa) or back of the house (e.g., Spyce robotic kitchen). The restaurant industry has already adopted chatbots; voice-activated and biometric technologies; robots as hosts, food runners, chefs, and bartenders; tableside ordering; conveyors; and robotic food delivery.

Practical implications: The chapter presents professors and students with a detailed overview of RAISA in the restaurant industry that will be useful for educational and research purposes. Restaurant owners and managers may also benefit from reading this chapter as they will learn about the current state of technology and opportunities for RAISA implementation.

Originality/value: To the best of the authors’ knowledge, this chapter presents the first systematic and in-depth review of RAISA technologies in the restaurant industry.

Details

Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality
Type: Book
ISBN: 978-1-78756-688-0

Keywords

To view the access options for this content please click here
Article
Publication date: 5 September 2018

Noriaki Sakamoto

This paper aims to examine a congestion situation of a certain type of restaurant in a theme park (Tokyo Disney Resort) by a simulation based on Little’s law, which is a…

Abstract

Purpose

This paper aims to examine a congestion situation of a certain type of restaurant in a theme park (Tokyo Disney Resort) by a simulation based on Little’s law, which is a basic principle in Queueing theory. In the restaurant, a guest (customer) lines up to order, pay and receive dishes. A problem is that even when a guest can easily find vacant tables, it takes a long time to receive dishes. Because guests can see there are vacant tables, there are many tweets of complaints. This situation is a factor to undermine customer satisfaction.

Design/methodology/approach

This paper proposes dedicated special menu lines only providing special set as one solution that can be realized at a low cost to reduce vacant tables. Here, if the number of special menu lines is fixed, the difference between a queue in regular lines and that in special menu lines will be big. To shorten the difference, the author proposes a technique to regulate by using feedback control (Proportional control or Fuzzy control).

Findings

The simulation result shows that the number of vacant tables decreases by about 16 per cent compared with the current situation.

Originality/value

This paper considers a specific restaurant, but the proposed method can be applied to the same type of restaurant in the theme park. If the restaurant in the theme park is crowded, the feedback control of the queue brings new possibilities.

研究目的

本论文旨在检验主题公园(日本迪士尼)内饭店的拥堵情境。本论文采用同步模拟的方式,以等候理论的基础原则—科特尔法则为基础,来进行检验。在一家饭店中,客人(顾客)排队点餐、付款、以及拿到食物。其中问题是,即使客人能够轻松找到空桌位,而等餐的时间非常长。因为客人看到有空桌位,所以客人会有很多抱怨。这种情境会严重影响顾客满意度。

研究设计/方法/途径

本论文提出一种特别菜单行数设计来用低成本的方式解决空桌位的问题。如果特别菜单行数是固定的,那么使用常规菜单和特别菜单所产生的排队现象会大有不同。本论文借助反馈控制(比例控制或模糊控制),提供一种调节方法以减少这种差别。

研究结果

模拟结果表明空桌位的数量同现有情境相比,减少了16%.

研究原创性/价值

本论文采用特定的饭店,但是提出的方法可以推广到同种类型的主题公园饭店。如果主题公园饭店人满为患,那么使用反馈控制来调价排队情况将带来新可能。

关键词

主题公园、饭店、等候理论、科特尔法则、模糊控制、比例控制

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

To view the access options for this content please click here
Article
Publication date: 12 September 2020

Yang Xu, EunHa Jeong, Ahmed E. Baiomy and Xiaolong Shao

This study aims to investigate consumers’ intention to use onsite restaurant interactive self-service technology (ORISST) using a modified value attitude-behavior model…

Abstract

Purpose

This study aims to investigate consumers’ intention to use onsite restaurant interactive self-service technology (ORISST) using a modified value attitude-behavior model. To extend the understanding of how consumers’ dining value focus could influence their intention to use ORISST, this study examines the conditional indirect effects of restaurant type (quick-service vs fine-dining) within the proposed model.

Design/methodology/approach

An online survey was developed and distributed to randomly selected respondents in the USA. A total of 588 (quick-service: 295; fine-dining: 293) responses were used for the data analysis. Structural equation modeling with a robust maximum likelihood method was used to examine the proposed model. To investigate the moderated effects of restaurant type, a latent moderated mediation model was used.

Findings

The results showed that consumers’ value perceptions toward technology use in restaurants influenced their intention to use ORISST via both hedonic and utilitarian expectations. Latent moderated mediation analyzes revealed that the mediation effect of hedonic expectation between perceived value and the intention was stronger in fine-dining than in quick-service restaurants.

Originality/value

This study extends the understanding of consumer intentions to use interactive self-service technology in restaurants by building on a model that is customer-oriented instead of tech-specific. Furthermore, the conditional effects of restaurant type are investigated using the latent moderated structural equation method. The findings of this study provide guidelines for managers of quick-service and fine-dining restaurants to better incorporate ORISST in their restaurants, to boost customer experiences and to increase operational efficiency.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 10
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Article
Publication date: 5 October 2020

Tiffany Shin Legendre and John Thomas Bowen

The purpose of this study is to provide insight into customers’ psychological processes and behavioral responses after merger and acquisition (M&A) of an artisanal brand.

Abstract

Purpose

The purpose of this study is to provide insight into customers’ psychological processes and behavioral responses after merger and acquisition (M&A) of an artisanal brand.

Design/methodology/approach

Study 1 adopts a qualitative approach to understand how craft-beer customers perceive M&A decisions. In Study 2, a two-conditioned (M&A types: local and local company M&A vs local and national company M&A) between-subjects design experiment was executed.

Findings

The findings of this study show M&A’s of artisanal brands cause identity stigmatization, resulting in customers’ identity dissonance and coping strategies. Which coping strategies a customer uses depends on their brand identity, product-category identity and M&A partner types.

Research limitations/implications

This was an exploratory study that serves as a starting point for future research. Future research could investigate the model proposed in this study by testing the effects of potential moderators and mediators.

Practical implications

The findings of the study enable companies to better anticipate post-M&A customer behavior, thereby enabling them to enhance their brand positioning when a competitor is acquired by a large company.

Originality/value

The popularity of locally produced and craft hospitality products has attracted the attention of large companies that acquire artisanal brands. There is a paucity of research investigating post- M&A customer reactions of locally owned artisanal companies by large companies.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 11
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Article
Publication date: 17 December 2020

Keng-Boon Ooi, Fang-Ee Foo, Garry Wei-Han Tan, Jun-Jie Hew and Lai-Ying Leong

The paper intends to examine mobile taxi (m-taxi) adoption, so as to close the gap in the current literature and clarify the behaviour of users by synthesising…

Abstract

Purpose

The paper intends to examine mobile taxi (m-taxi) adoption, so as to close the gap in the current literature and clarify the behaviour of users by synthesising technological factors that are related to the characteristics of m-taxi applications with non-technological factors that are associated with the psychological characteristics of customers. The moderating effects of gender were also tested.

Design/methodology/approach

A self-administered questionnaire was adopted for data collection with 415 useable responses. The theoretical lens was tested via partial least squares-structural equation modelling. Additionally, state-of-the-art techniques such as permutation and multigroup analysis were applied.

Findings

Results indicate that social pressure, technology anxiety, effort expectancy, performance expectancy, and service and system quality are not significantly related to behavioural intention. Also, findings show no significant differences among gender in this study, which suggests that the model is invariant across gender groups.

Originality/value

This study provides a novel insight by taking a broader perspective of ride-hailing terminology by considering both taxis and private vehicles.

Details

Industrial Management & Data Systems, vol. 121 no. 2
Type: Research Article
ISSN: 0263-5577

Keywords

Content available
Article
Publication date: 29 March 2021

Wachiraporn Wilaiwan and Wattasit Siriwong

The study aimed to evaluate the effectiveness of the Healthy e-Elderly People Intervention (HEPI) mobile application in reducing the physical health effects caused by…

Abstract

Purpose

The study aimed to evaluate the effectiveness of the Healthy e-Elderly People Intervention (HEPI) mobile application in reducing the physical health effects caused by smartphone usage.

Design/methodology/approach

This randomized controlled trial involved elderly volunteers residing in different regions of Thailand and using smartphones. The samples included 33 participants in each control and intervention group. The intervention group received the HEPI application with reminder messages, while the control group received the HEPI application without reminder messages. Assessments were conducted at baseline, follow-up 1 (four weeks after the last reminder messages) and follow-up 2 (12 weeks after the last reminder messages). Data analyses (i.e descriptive statistics, independent sample t-tests and repeated-measures analysis of variance) were used to obtain the overall mean change difference between the intervention and control groups at different time points (per-protocol analysis). The priorities of physical health risk were assessed using Health Risk Matrix.

Findings

The HEPI mobile application significantly improved knowledge, attitudes and practice scores in both the HEPI with and without reminder messages. The mean physical health risk score in both control and intervention groups was radically decreased from baseline to follow-up 1; lower physical health scores suggested lower health risk.

Originality/value

Increased duration of smartphone usage by elderly individuals in Thailand may result in a risk of developing several serious health conditions. The HEPI application with reminder messages could be used as a tool to benefit smartphone users and would further benefit from a booster after four weeks of intervention.

Details

Journal of Health Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0857-4421

Keywords

To view the access options for this content please click here
Article
Publication date: 14 November 2016

Latisha Reynolds, Samantha McClellan, Susan Finley, George Martinez and Rosalinda Hernandez Linares

This paper aims to highlight recent resources on information literacy (IL) and library instruction, providing an introductory overview and a selected annotated…

Abstract

Purpose

This paper aims to highlight recent resources on information literacy (IL) and library instruction, providing an introductory overview and a selected annotated bibliography of publications covering all library types.

Design/methodology/approach

This paper introduces and annotates English-language periodical articles, monographs, dissertations and other materials on library instruction and IL published in 2015.

Findings

This paper provides information about each source, describes the characteristics of current scholarship and highlights sources that contain either unique or significant scholarly contributions.

Originality/value

The information may be used by librarians and interested parties as a quick reference to literature on library instruction and IL.

Details

Reference Services Review, vol. 44 no. 4
Type: Research Article
ISSN: 0090-7324

Keywords

To view the access options for this content please click here
Article
Publication date: 1 May 1995

G. Tomas M. Hult and Bryan A. Lukas

The diversity of the health care sector makes it difficult to comeup with managerially useful generalizations concerning marketingpractice in health care organizations…

Abstract

The diversity of the health care sector makes it difficult to come up with managerially useful generalizations concerning marketing practice in health care organizations. Develops specific categories of health care offerings and proposes a two‐by‐two matrix for classifying health care offerings based on customer participation and complexity of the health care offering. In each quadrant, offers strategic marketing insights into how the nature of the health care offering might affect the marketing task. Uses network theory as the guiding framework in constructing the health care classification schema.

Details

Journal of Services Marketing, vol. 9 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

1 – 10 of 11