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Purpose Off-premise restaurant service has a new addition – food delivery robots. This new technology and off-premise service, in general, has received little research attention, despite continued year-over-year sales growth for both carry-out and delivery. Therefore, this study aims to analyze off-premise service modes, including food delivery robots, for service quality gaps between consumer expectations and actual performance and among the various modes. Design/methodology/approach Performance of three off-premise restaurant service modes (robot-delivery, human-delivery and carry-out) were evaluated using a mixed-methods approach. Consumer expectations were ascertained about food- and service-related performance factors using a survey, and a field observation study was conducted to obtain actual performance data for these factors. Findings from both approaches were compared to identify gaps and differences. Findings For food-related performance, consumers reported lower expectations for food safety and food quality from robot- and human-delivered food; however, no differences were observed among the three modes in the field study. Consumers also expected lower service-related performance from robot-delivery for service efficiency and ease of use (than human-delivery and carry-out) and monetary value (than carry-out). Consumers deemed robots the most sustainable and human-delivery the most convenient compared to other modes – however, not all service-related expectations aligned with actual performances. Originality/value This study was the first to comparatively examine off-premise restaurant service. Identification of a missing link in service gap analysis was among the theoretical contributions of this study. Managerially, this study provides previously unavailable insights into opportunities for improvement for off-premise service and use of delivery robots.

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Physical contact between humans and their pets increases the potential for zoonotic disease transmission. This study used the 2016 FDA Food Safety Survey to compare the food handling behaviors of pet owners and non-pet owners, since poor food handling and hygiene habits can increase the likelihood of disease transmission from animals to humans. Results show that both pet ownership and pet type were important in predicting food safety behaviors. After controlling for sociodemographic factors included in this study (gender, age, household income, household size, and race/ethnicity), pet ownership was significantly associated with overall food safety practices, and more specifically with better handwashing behaviors, kitchen cleaning, and ownership and use of a food thermometer, as well as a greater awareness of foodborne pathogens. Cat owners and cat/dog owners had better overall food safety practices and better handwashing compared to dog owners. After controlling for sociodemographic variables, there were no significant associations between pet ownership and perception of risks associated with unsafe food handling practices.