An Examination of Customers’ Attitudes About Tabletop Technology in Full-Service Restaurants

Published Online:https://doi.org/10.1287/serv.2016.0132

References

  • Alvesson M, Kärreman D (2007) Constructing mystery: Empirical matters in theory development. Acad. Management Rev. 32(4):1265–1281.CrossrefGoogle Scholar
  • Barrett M, Davidson E, Prabhu J, Vargo SL (2015) Service innovation in the digital age: Key contributions and future directions. MIS Quart. 39(1):135–154.CrossrefGoogle Scholar
  • Benhima M, Reilly JP, Naamane Z, Kharbat M, Kabbaj MI, Esqalli O (2013) Design and implementation of the customer experience data mart in the telecommunication industry: Application order-to-payment end to end process. Internat. J. Comput. Sci. Issues 10(3):1–25.Google Scholar
  • Bharadwaj A, El Sawy OA, Pavlou PA, Venkatraman N (2013) Digital business strategy: Toward a next generation of insights. MIS Quart. 37(2):471–482.CrossrefGoogle Scholar
  • Brown SP, Lam SK (2008) A meta-analysis of relationships linking employee satisfaction to customer responses. J. Retailing 84(3):243–255.CrossrefGoogle Scholar
  • Collier JE, Kimes SE (2013) Only if it is convenient, understanding how convenience influences self-service technology evaluation. J. Service Res. 16(1):39–51.CrossrefGoogle Scholar
  • Curran JM, Meuter ML (2005) Self-service technology adoption: Comparing three technologies. J. Services Marketing 19(2):103–113.CrossrefGoogle Scholar
  • Curran JM, Meuter ML, Surprenant CF (2003) Intentions to use self-service technologies: A confluence of multiple attitudes. J. Service Res. 5(3):209–224.CrossrefGoogle Scholar
  • Dai H, Salam AF (2014) Does service convenience matter? An empirical assessment of service quality, service convenience and exchange relationship in electronic mediated environment. Electron Markets 24(4):269–284.CrossrefGoogle Scholar
  • Dong B, Sivakumar K, Evans KR, Zou S (2015) Effect of customer participation on service outcomes: The moderating role of participation readiness. J. Service Res. 18(2):160–176.CrossrefGoogle Scholar
  • Farquhar JD, Rowley J (2009) Convenience: A services perspective. Marketing Theory 9(4):425–438.CrossrefGoogle Scholar
  • Gallan AS, Jarvis CB, Brown SW, Bitner MJ (2013) Customer positivity and participation in services: An empirical test in a health care context. J. Acad. Marketing Sci. 41(3):338–356.CrossrefGoogle Scholar
  • Giebelhausen M, Robinson SG, Sirianni NJ, Brady MK (2014) Touch versus tech: When technology functions as a barrier or a benefit to service encounters. J. Marketing 78(4):113–124.CrossrefGoogle Scholar
  • Heidenreich S, Handrich M (2015) Adoption of technology-based services: The role of customers’ willingness to co-create. J. Service Management 26(1):44–71.CrossrefGoogle Scholar
  • Heidenreich S, Wittkowski K, Handrich M, Falk T (2014) The dark side of customer co-creation: Exploring the consequences of failed co-created services. J. Acad. Marketing Sci. 43(3):279–296.CrossrefGoogle Scholar
  • Hong Y, Liao H, Jiang K, Hu J (2013) Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate. J. Appl. Psych. 98(2):237–267.CrossrefGoogle Scholar
  • IBM (2015) IBM SPSS Statistics for Windows, Version 22.0. IBM, Armonk, NY.Google Scholar
  • Johns G (2006) The essential impact of context on organizational behavior. Acad. Management Rev. 31(2):386–408.CrossrefGoogle Scholar
  • Kimes SE, Collier JE (2014) Customer-facing payment technology in the U.S. restaurant Industry. Cornell Hospitality Rep. 14(12):6–17.Google Scholar
  • Kimes SE, Robson SK (2004) The impact of restaurant table characteristics on meal duration and spending. Cornell Hotel Restaurant Administration Quart. 45(4):333–346.CrossrefGoogle Scholar
  • Koronowski J (2011) NCR improves consumers’ travel experience with new consultancy services. NCR Corporation (March 28), http://www.ncr.com/news/news-releases/travel/ncr-improves-consumers-travel-experience-with-new-consultancy-services.Google Scholar
  • Lee HJ (2015) Consumer-to-store employee and consumer-to-self-service technology (SST) interactions in a retail setting. Internat. J. Retail Distribution Management 43(8):676–692.CrossrefGoogle Scholar
  • Leigh TW, Rethans AJ (1984) A script-theoretic analysis of industrial purchasing behavior. J. Marketing 48(Fall):22–32.CrossrefGoogle Scholar
  • National Restaurant Association (2014) Restaurant industry forecast. Report, National Restaurant Association, Chicago.Google Scholar
  • Pang K (2014) Everything you need to know about how restaurant tipping works. Chicago Tribune (August 29), http://www.chicagotribune.com/business/chi-how-restaurant-tipping-works-20140829-story.html.Google Scholar
  • Printz K (2014) Presto by E la Carte improves lunchtime table turn at Genghis Grill by over 30 percent. Business Wire (December 2), http://www.businesswire.com/news/home/20141202005140/en/Presto%E2%84%A2-la-Carte-Improves-Lunchtime-Table-Turn#.VeCEjU3JCos.Google Scholar
  • Sashi CM (2012) Customer engagement, buyer-seller relationships, and social media. Management Decision 50(2):253–272.CrossrefGoogle Scholar
  • Scherer A, Wünderlich NV, von Wangenheim F (2015) The value of self-service: Long-term effects of technology-based self-service usage on customer retention. MIS Quart. 39(1):177–200.CrossrefGoogle Scholar
  • Setia P, Venkatesh V, Joglekar S (2013) Leveraging digital technologies: How information quality leads to localized capabilities and customer service performance. MIS Quart. 37(2):565–590.CrossrefGoogle Scholar
  • Solomon MR, Surprenant C, Czepiel JA, Gutman EG (1985) A role theory perspective on dyadic interactions: The service encounter. J. Marketing 49(Winter):99–111.CrossrefGoogle Scholar
  • Susskind AM, Kacmar KM, Borchgrevink CP (2003) Customer service providers’ attitudes relating to customer service and customer satisfaction in the customer-server exchange (CSX). J. Appl. Psych. 88(1):179–187.CrossrefGoogle Scholar
  • Tan CW, Benbasat I, Cenfetelli RT (2013) IT-mediated customer service content and delivery in electronic governments: An empirical investigation of the antecedents of service quality. MIS Quart. 37(1):77–109.CrossrefGoogle Scholar
  • Venkatesh V, Thong JY, Xu X (2012) Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quart. 36(1):157–178.CrossrefGoogle Scholar
  • Venkatesh V, Morris MG, Davis GB, Davis FD (2003) User acceptance of information technology: Toward a unified view. MIS Quart. 27(3):425–478.CrossrefGoogle Scholar
  • Wang C, Harris J, Patterson P (2013) The roles of habit, self-efficacy, and satisfaction in driving continued use of self-service technologies: A longitudinal study. J. Service Res. 16(3):400–414.CrossrefGoogle Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.