The adoption of self-service kiosks in quick-service restaurants

Rastegar, Nazi; Flaherty, Joan; Liang, Lena Jingen; Choi, Hwansuk Chris

doi:10.54055/ejtr.v27i.2139

Cited by 13 publications

(14 citation statements)

References 72 publications

(108 reference statements)

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“…perceived usefulness, ease-of-use, credibility, and subjective norm) and intention to use hotel tablet apps. A recent kiosk study in a restaurant setting (Rastegar et al, 2021) also demonstrated a similar finding that age did not moderate the relationships between three predictors (i.e. perceived ease of use, usefulness, and enjoyment) and two dependent variables (i.e.…”

Section: Effect Of Agementioning

confidence: 68%

The bright and dark sides of hotel kiosks: an empirical study

Kim

Joe

Erdem

2022

JHTI

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PurposeThis study examined the antecedents of technostressors as well as how customers' perceived convenience and technostressors of using a check-in/out kiosk influence their behavioral intention in a full-service hotel setting.Design/methodology/approachUsing survey data collected from 630 hotel customers, hypotheses were tested via structural equation modeling and multi-group analysis.FindingsThe results showed that perceived usefulness of a check-in/out kiosk had direct effects on both technostressors (i.e. work overload and role ambiguity), and that perceived ease-of-use had indirect effects on the technostressors, via perceived usefulness. The findings showed that both role ambiguity and perceived convenience significantly influenced intention to use a check-in/out kiosk. Intention to use was positively associated with intention to revisit a hotel providing the kiosk. These findings were equivalent across the younger and older groups.Practical implicationsBased on the findings, hotels can implement effective strategies to reduce technostressors associated with a check-in/out kiosk and focus on enhancing the factors that influence customer acceptance of the system. This is especially important given the increased emphasis on self-service technology since the onset of the COVID-19 pandemic.Originality/valueThis research contributed to the relevant literature by developing a check-in/out kiosk acceptance model using a multi-theoretical approach, and empirically testing it within the full-service hotel domain. It fills the knowledge gap regarding the antecedents and outcomes of technostressors in the hospitality research literature by providing empirical evidence.

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Section: Effect Of Agementioning

confidence: 68%

The bright and dark sides of hotel kiosks: an empirical study

Kim

Joe

Erdem

2022

JHTI

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“…For instance, Hao and Chon (2021) stated that a Hong Kong-based survey company collected the data for the study; however, did not specify the name of the company. Other studies like Mason et al (2021) , Palumbo (2022) , and Rastegar et al (2021) specified the museums and/or platforms (MTurk, Qualtrics, and others) as data collection sites.…”

Section: Future Research Suggestionsmentioning

confidence: 99%

COVID or VOID: A systematic literature review of technology adoption and acceptance in hospitality and tourism since the breakout of COVID-19

Iskender

Sirakaya-Turk

Cárdenas

et al. 2022

Tourism and Hospitality Research

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The purpose of this study was twofold. The first goal was to review and synthesize research pertaining to ‘technology acceptance and COVID-19’ from the years 2020, 2021, and early August 2022 in the realm of hospitality and tourism. The second goal was to dwell on the relevant technology adoption studies in order to provide a critical analysis and extract insights for future research theoretically and practically. A systematic literature review was performed. Findings indicate that some constructs were not properly used like perceived enjoyment and some constructs were overlooked like perceived interaction. Additionally, besides technology features, the characteristics of consumers need to be investigated to reveal the true underpinnings of the technology adoption behavioral process. However, inquiries regarding consumers’ traits need to be expanded beyond basic demographics (e.g. age and gender). The paper systematically garnered technology acceptance research from the COVID-19 era in order to provide insights for future research directions in the post-COVID era. This work identified a lack of consensus over the theoretical underpinnings of technology acceptance research among tourism hospitality researchers. The study revealed the narrow research lenses focusing on particular empirical domains, mainly hotels, restaurants, and museums, and overlooking other contexts (e.g. airports, stations, within-city transportation, and events).

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“…We define cashier-less stores as physical stores with no human interaction during the check-out process, aligning with the "just walk out" format (Cui et al, 2021). The launch of Amazon's first cashier-less store on January 22, 2018 (Zhang et al, 2019), capitalizes on the "Just Walk Out" technology to offer an AI-enabled retailing experience that is convenient (Rastegar, 2018) and empowers consumers to alleviate their frustrations of waiting in line, interacting with others and carrying cash (Cui et al, 2021).…”

Section: Introductionmentioning

confidence: 99%

“…The launch of Amazon's first cashier-less store on January 22, 2018 (Zhang et al. , 2019), capitalizes on the “Just Walk Out” technology to offer an AI-enabled retailing experience that is convenient (Rastegar, 2018) and empowers consumers to alleviate their frustrations of waiting in line, interacting with others and carrying cash (Cui et al. , 2021).…”

Section: Introductionmentioning

confidence: 99%

Artificial intelligence, financial anxiety and cashier-less checkouts: a Saudi Arabian perspective

Ghazwani

Esch

Cui

et al. 2022

IJBM

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PurposeThis paper aims to investigate the impact of financial anxiety and convenience on the relation between cashier-less versus traditional checkouts and purchase intentions among Saudi Arabian consumers.Design/methodology/approachIn an online experiment, 329 Saudi participants were randomly assigned to one of two checkout conditions (traditional vs. AI-enabled) in a between-subjects design and indicated their financial anxiety. Through moderation-of-process design, the authors examine and showcase that the effect of convenience leads to higher purchase intent for AI-enabled checkouts. Moreover, the authors examine financial anxiety as an underlying mechanism and show that for high-convenience consumers, this enacts higher purchase intent.FindingsThe effect of AI-enabled checkouts depends on consumers' convenience perception. High-convenience consumers prefer AI-enabled checkouts over traditional ones, whereas low-convenience consumers are indifferent. Based on the Roy adaptation model theoretical framework, this occurs because high-convenience consumers experience greater financial anxiety when using AI-enabled checkouts, which in turn leads to higher purchase intent.Originality/valueTo the authors’ knowledge, this is the first study to explore the reactions of Saudi Arabian consumers toward cashier-less stores versus traditional stores. Interestingly, their intent to purchase increases, due to the financial anxiety they experience while encountering AI-enabled transactions. Due to the limited research of retailers going cashier less, little is known about consumer reactions and how they may differ culturally.

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The adoption of self-service kiosks in quick-service restaurants

Cited by 13 publications

References 72 publications

The bright and dark sides of hotel kiosks: an empirical study

The bright and dark sides of hotel kiosks: an empirical study

COVID or VOID: A systematic literature review of technology adoption and acceptance in hospitality and tourism since the breakout of COVID-19

Artificial intelligence, financial anxiety and cashier-less checkouts: a Saudi Arabian perspective

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