Access the full text.
Sign up today, get DeepDyve free for 14 days.
R. Westbrook, R. Oliver (1991)
The Dimensionality of Consumption Emotion Patterns and Consumer SatisfactionJournal of Consumer Research, 18
R. Law, I. Chan, Liang Wang (2018)
A comprehensive review of mobile technology use in hospitality and tourismJournal of Hospitality Marketing & Management, 27
Yang Xu, E. Jeong, Ahmed Baiomy, Xiaolong Shao (2020)
Investigating onsite restaurant interactive self-service technology (ORISST) use: customer expectations and intentionsInternational Journal of Contemporary Hospitality Management
Miyoung Kim, Hailin Qu (2014)
Travelers' behavioral intention toward hotel self-service kiosks usageInternational Journal of Contemporary Hospitality Management, 26
W. Kim, Y. Moon (2009)
Customers’ cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant typeInternational Journal of Hospitality Management, 28
B. Okumus, Anil Bilgihan (2014)
Proposing a model to test smartphone users' intention to use smart applications when ordering food in restaurantsJournal of Hospitality and Tourism Technology, 5
Dae-Young Kim, Li Wen, Kyungrok Doh (2010)
Does Cultural Difference Affect Customer’s rEsponse in a Crowded Restaurant Environment? a Comparison of American Versus Chinese CustomersJournal of Hospitality & Tourism Research, 34
S. Crites, L. Fabrigar, R. Petty (1994)
Measuring the Affective and Cognitive Properties of Attitudes: Conceptual and Methodological IssuesPersonality and Social Psychology Bulletin, 20
Saba Esfahani, A. Ozturk (2019)
The influence of individual differences on NFC-based mobile payment adoption in the restaurant industryJournal of Hospitality and Tourism Technology
Jee-Ahe Ahn, Soobin Seo (2018)
Consumer responses to interactive restaurant self-service technology (IRSST): The role of gadget-loving propensityInternational Journal of Hospitality Management
M. Meuter, Amy Ostrom, R. Roundtree, M. Bitner (2000)
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service EncountersJournal of Marketing, 64
X. Leung, B. Josiam, B. Moody (2020)
“I’d like to order with a server.” an experimental study of restaurant menu performanceAsia Pacific Journal of Tourism Research, 25
X. Leung, Han Wen (2020)
Chatbot usage in restaurant takeout orders: A comparison study of three ordering methodsJournal of Hospitality and Tourism Management, 45
M. Rosenbaum, I. Wong (2015)
If you install it, will they use it? Understanding why hospitality customers take “technological pauses” from self-service technologyJournal of Business Research, 68
J. Kim, Natasa Christodoulidou, Yunjeong Choo (2013)
Factors influencing customer acceptance of kiosks at quick service restaurantsJournal of Hospitality and Tourism Technology, 4
D. Jani, Heesup Han (2015)
Influence of environmental stimuli on hotel customer emotional loyalty response: Testing the moderating effect of the big five personality factors.International Journal of Hospitality Management, 44
H. Johnson (2018)
We tried the kiosks that analysts say could help McDonald’s win back $2.7 billion in sales. Here’s the verdict
C.D. Fryar, J.P. Hughes, K.A. Herrick, N. Ahluwalia (2018)
Fast food consumption among adults in the United States
K. Adams (2018)
Another fast food CEO considers swapping cashiers for kiosks
Johye Hwang, So–Yeon Yoon, Lawrence Bendle (2012)
Desired privacy and the impact of crowding on customer emotions and approach-avoidance responses: waiting in a virtual reality restaurant.International Journal of Contemporary Hospitality Management, 24
Hsin-Li Chang, Cheng-Hua Yang (2008)
Do airline self-service check-in kiosks meet the needs of passengers?Tourism Management, 29
A. Kokkinou, D. Cranage (2015)
Why wait? Impact of waiting lines on self-service technology useInternational Journal of Contemporary Hospitality Management, 27
Pilar Moreno, Pilar Tejada (2019)
Reviewing the progress of information and communication technology in the restaurant industryJournal of Hospitality and Tourism Technology, 10
H. Hartwell, Nick Johns, J. Edwards (2016)
E-menus—Managing choice options in hospital foodserviceInternational Journal of Hospitality Management, 53
J. Jacoby (2002)
Stimulus-Organism-Response Reconsidered: An Evolutionary Step in Modeling (Consumer) BehaviorJournal of Consumer Psychology, 12
S. Rosengren, M. Eisend, S. Koslow, Micael Dahlen (2020)
A Meta-Analysis of When and How Advertising Creativity WorksJournal of Marketing, 84
Annie Chen, N. Peng, K. Hung (2015)
The effects of luxury restaurant environments on diners’ emotions and loyalty: Incorporating diner expectations into an extended Mehrabian-Russell modelInternational Journal of Contemporary Hospitality Management, 27
A. Kelso (2019)
Self-order kiosks are finally having a moment in the fast food space
Kisang Ryu, Heesup Han, Tae-Hee Kim (2008)
The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentionsInternational Journal of Hospitality Management, 27
R. Baumeister, K. Vohs, D. Funder (2007)
Psychology as the Science of Self-Reports and Finger Movements: Whatever Happened to Actual Behavior?Perspectives on Psychological Science, 2
Woojin Lee, C. Castellanos, H. Choi (2012)
The Effect of Technology Readiness on Customers' Attitudes toward Self-Service Technology and Its Adoption; The Empirical Study of U.S. Airline Self-Service Check-In KiosksJournal of Travel & Tourism Marketing, 29
This study aims to compare the performance of self-service kiosks in a quick-service setting with the performance of cashiers. In particular, this study explores both internal responses and external responses between the two ordering methods with the moderating role of crowdedness.Design/methodology/approachThis study develops a theoretical framework based on the stimulus-organism-response (S-O-R) model. A 2 × 2 field experiment was conducted in a real quick-service outlet to collect data.FindingsThe results reveal that customers reported a better experience when using self-service kiosks compared to placing orders with cashiers. However, cashiers generated more revenue for the quick-service outlet than kiosks. Significant interaction effects were found for external responses. Customers spent more time placing orders with cashiers than with kiosks in less crowded periods, while cashiers generated more sales than kiosks during busier periods.Originality/valueThis study enriches the hospitality and tourism literature by applying the S-O-R framework in an experimental design incorporating both internal and external responses. The findings on the interaction between ordering methods and crowdedness on external responses provide practical insights for quick-service restaurant operators to find a balance between technology and human services.
Journal of Hospitality and Tourism Technology – Emerald Publishing
Published: Aug 5, 2021
Keywords: S-O-R framework; Crowdedness; External response; Internal response; Quick-service restaurant; Self-service kiosk
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.