Journal of Foodservice Business Research · 2005 · 27 citations · 15 references
ManagementHospitality ManagementRetail ManagementConsumer BehaviorRestaurant ManagementService OperationsCustomer Service ManagementHospitality OperationsRestaurant MarketingRestaurant OperationsSelf-service SystemsSelf-service TechnologiesConsumer Self-serviceExploratory Case StudyRestaurant DiningRestaurant Information SystemsRestaurant SegmentationSelf-service DiningSelf-service Technologies In HospitalityService Process Management
Abstract The introduction of self-service technology (SST) into the casual dining segment is looming upon the horizon. This paper examines the involvement of customers in the service process, SSTs in the retail industry, and finally SSTs in the casual dining segment and the response of customers to an alpha SST location in the casual dining segment. The findings indicate the most frequently liked features were convenience, easy to use, and fast service. Multiple correspondence analysis showed that customer preferences and suggestions vary by their demographic characteristics, which imply that system features should be customized to targeted markets. Practical implications are discussed.
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Journal of the American Dietetic Association · 1993 · 18.3K citations
Multivariate Data Analysis, 6th ed
Ronald L. Tatham, Rolph E. Anderson, Barry J. Babin et al. · 2006 · 9.1K citations