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Why restaurant self-service kiosks can actually result in customers ordering less food

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Businesses can take steps to relieve customer rush and pressure while using self-service kiosks. frantic00/Getty Images

Lu Lu, Temple University and Wangoo Lee, Hong Kong Polytechnic University

When restaurant customers order from self-service kiosks while a line forms behind them, they feel rushed, prompting them to buy less and stick to familiar items instead of browsing for something new, according to a recent study we published.

self-service kiosks

We found that businesses can reduce this pressure and increase satisfaction by revamping their system so that a single line of waiting customers leads to multiple kiosks. That way, customers feel less rushed because they aren’t the only ones who may be holding up the line.

We are experts in food and beverage marketing who research self-service technology. In recent years, many restaurants have adopted automated technology to streamline the menu ordering process and address staffing shortages. This ultimately gives customers more control over ordering, but an unintended consequence of this has seemed to be that it also makes them feel more responsibility for keeping the line that forms behind them moving, leading to rushed orders.

To understand what’s going on, we conducted three experiments in which we asked hundreds of participants to imagine waiting in line at a restaurant in a variety of scenarios. We found that most people do in fact feel pressured to order quickly when there’s a queue behind them. This resulted in hasty decisions and lower overall spending.

But we also found that retailers can mitigate this in one of two ways: by creating a single line serving several kiosks or by showing a pop-up message on the kiosk interface stating that the business takes full responsibility for any service delays during menu orders.

Our research reveals the social dynamics at play in do-it-yourself ordering and we believe offers valuable implications for designing a more effective and customer-friendly self-service process. It also alerts restaurant owners to the potential unintended consequences of switching to automated technology.

Lu Lu, Associate Professor of Sport, Tourism and Hospitality Management, Temple University and Wangoo Lee, Assistant Professor, Hong Kong Polytechnic University

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This article is republished from The Conversation under a Creative Commons license. Read the original article.

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Food and Beverage

Celebrate Spring’s Arrival with a Skillet Fish Fry

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(Family Features) Nothing says spring like a fish fry with the catch of the day. This Pan-Fried Catfish recipe is perfect for enjoying flaky fillets without the mess. Find more springtime favorites by visiting Culinary.net.

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Pan-Fried Catfish

Recipe courtesy of “Cookin’ Savvy
Servings: 4-6

  • 1/3 cup flour
  • 2 tablespoons mesquite seasoning (or seasoning of choice, such as lemon pepper)
  • 1 stick butter
  • 1/4 cup avocado oil (or oil of choice)
  • 1-2 pounds thawed catfish fillets (1/2 pound each)
  • cooked rice, for serving
  1. In pie dish, mix flour and seasoning.
  2. In skillet over medium heat, melt butter and add oil. Coat fish fillets in flour mixture on both sides. Place fish in skillet and fry 5 minutes then flip and fry 5 minutes.
  3. Place fish on paper towel to drain excess oil then serve with rice.

Tip: If skillet is large enough, fry two fillets at once. If frying more than four fillets, discard butter and avocado oil then start fresh before frying more.

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Food and Beverage

Sweet, Smokey and Peachy. The New Sonny’s BBQ Spring Menu Is Here!

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Available for a limited time, Sonny’s is bringing fresh, seasonal ingredients to its famous BBQ

ORLANDO, Fla. /PRNewswire/ — Sonny’s BBQ, the industry-leading BBQ restaurant rooted in quality food, hospitality and spreading kindness, is introducing a limited-time spring menu that combines bold flavors and seasonal ingredients crafted by Head Pitmaster Shannon Snell. Starting March 3, the mouthwatering lineup is packed with sweet peach flavors paired with smokey BBQ to create a lineup that can’t be missed, and marks the return of two Sonny’s signature dishes in response to guest requests.

Sonny's BBQ
Sonny’s BBQ rings in springs with delicious seasonal menu offerings

“Sonny’s spring seasonal menu pulls on core memories for me,” shared Snell. “The first time I had peach barbecue sauce was at a small barbecue joint in Tampa, right around the corner from the gym I went to growing up. They smothered it over chicken, creating a melting pot of flavors that stuck with me for years.  I wanted to bring that same unforgettable experience to our guests with a fresh, Sonny’s twist. There’s something about the rich, juicy flavor of Georgia peaches that pairs perfectly with our signature dishes.”

Snell along with the network of Sonny’s expert Pitmasters wove their roots of slow-cooked to perfection dishes with innovation that puts guest preference on the spring menu. Highlights include:

APPETIZERS

  • Cheese Curds: TILLAMOOK® CHEDDAR CHEESE CURDS tossed in dry rub, served with Smokin’ Ranch
  • Seasonal Wings: smoked wings tossed in a tangy Golden BBQ or Sweet Peach BBQ Sauce

SANDWICHES

  • Brisket Grilled Cheese (RETURNING FAVORITE): chopped brisket, queso, and cheddar cheese on garlic bread
  • Chicken Tender Sandwich: jumbo chicken tenders, tossed in Sonny’s Golden BBQ Sauce, loaded with pickles on garlic bread

ENTREES

  • Sweet Peach BBQ Chicken: introducing the Sweet Peach BBQ sauced and grilled chicken to the menu, served with two Sidekicks and garlic bread

PREMIUM SIDES 

  • Hot Link Mac & Cheese: signature Mac & Cheese, topped with chopped Hot Links, dry-rub, cornbread crumble and a drizzle of Sweet Sauce
  • Onion Rings: thick-cut sweet onions, beer battered, fried to a crispy golden finish and seasoned with Sonny’s signature dry-rub.

DESSERTS 

  • Peach Cobbler Egg Rolls (RETURNING FAVORITE): homemade Peach Cobbler, stuffed in an egg roll, deep fried to perfection, and served with whipped cream

SAUCES

  • Golden BBQ: rich and tangy mustard-based sauce with a hint of sweetness
  • Peach BBQ: vibrant peach flavored sweet BBQ sauce

Sonny’s BBQ invites guests to try the new seasonal menu and savor the flavors of spring. The lineup of new items, along with returning favorites, has something for everyone to enjoy – whether you’re a longtime Sonny’s fan or discovering Sonny’s as your new go-to BBQ spot.

Guests can also join the Sonny’s BBQ loyalty program to get more value of every bite. First-time guests get $5 off an entree and start gaining points for sizzlin’ deals.

To learn more about Sonny’s BBQ, visit SonnysBBQ.com and follow along on FacebookInstagram and TikTok. Franchise opportunities can be found at https://sonnysbbqfranchise.com/. 

About Sonny’s BBQ
With nearly 100 locations spanning the southeast, Sonny’s BBQ® is one of the largest barbecue restaurant brands in the country. Its signature pulled pork, sweet tea, and unique appetizers have afforded the restaurant the title of “Best Barbecue Chain in America” by The Daily Meal. Floyd “Sonny” Tillman and his wife, Lucille, founded Sonny’s BBQ in 1968 in Gainesville, Fla. in hopes of creating a local BBQ joint for their community to enjoy. 55 years later, Sonny’s BBQ continues to do just that under the direction of CEO Jamie Yarmuth and local pitmasters spreading the spirit of BBQ in each of their communities through the ‘Q the Kindness and Random Acts of BBQ initiatives. The brand gives back more than $1.2 million annually across the eight states it serves, and reaches tens of thousands of community members with its generosity. Sonny’s BBQ is a leader in the hospitality industry with its commitment to creating unique consumer experiences, ability and willingness to utilize cutting-edge technology, and network of successful franchisee relationships. For more information, online ordering and to find the Sonny’s BBQ location closest to you, please visit www.SonnysBBQ.com or download the new Sonny’s BBQ mobile app.

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Food and Beverage

Creative Easter Cakes

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Celebrate the holiday with tasty desserts and time with family

(Family Features) Sweet, delicious treats make Easter celebrations magical, putting the final touch on brunch, lunch or dinner gatherings. Whether your crowd enjoys the sweet-tart combination of fruit-infused cakes, mini bundts with personalized decorations or rich, creamy cheesecake, the dessert table is 17387 QR codesure to be popular.

Blueberry Lemon Bundt Cake and Carrot Cheesecake from “Cookin’ Savvy” are perfect desserts for sharing with loved ones, made with little effort and a lot of love. You can even let little ones help in the kitchen with Fun Mini Easter Bundts by allowing their creativity to run wild – just hand over the icing and chocolate toppers then watch the artistry unfold.

To ensure your feast goes off without a hitch, create these tempting cakes the day before for a no-hassle Easter.

Find more ways to elevate Easter celebrations with food by visiting Culinary.net.

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Blueberry Lemon Bundt Cake

Recipe courtesy of “Cookin’ Savvy
Yield: 1 cake

  • 1 pint fresh blueberries, rinsed
  • 1 box lemon cake mix
  • 1 stick butter, melted
  • 4 eggs
  • 1 cup milk

Glaze:

  • 3 tablespoons melted butter
  • 1 cup powdered sugar
  • 3 tablespoons milk
  1. Heat oven to 350 F.
  2. Grease bundt pan and place rinsed blueberries in bottom. Mix cake mix, butter, eggs and milk; pour on top of blueberries. Bake 35 minutes. Let cool and remove from pan.
  3. To make glaze: Mix butter, sugar and milk then pour over cake.
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Fun Mini Easter Bundts

Recipe courtesy of “Cookin’ Savvy
Yield: 24 mini bundts

  • 1 box confetti cake mix
  • 1 stick butter, melted
  • 4 eggs
  • 1 cup milk

Chocolate Toppers:

  • 1 cup each color melting chips of desired colors
  • silicone Easter candy molds of desired shapes
  • 1 pouch ready-made green icing
  1. Heat oven to 350 F.
  2. Mix cake mix, butter, eggs and milk. Pour into greased mini bundt pan and bake 20-25 minutes. Let cool and remove from pan.
  3. To make chocolate toppers: In bowl for each color, melt melting chips in 1-minute intervals in microwave until thoroughly melted. Pour into baggies and snip corner. Pipe melted chips into molds and freeze 15-20 minutes. Pipe green icing onto mini bundt cakes for “grass” then place chocolate mold pieces on top.

Substitution: Save time on toppers by replacing with store-bought chocolate bunnies, eggs, crosses or marshmallow bunnies.

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Carrot Cheesecake

Recipe courtesy of “Cookin’ Savvy
Yield: 1 cake

Cake:

  • 1 box spice cake mix
  • 1 cup grated carrot
  • 1 cup coconut
  • 4 eggs
  • 1 stick butter, melted
  • 2/3 cup vanilla Greek yogurt

Cheesecake:

  • 1 cup heavy whipping cream
  • 3 tablespoons sugar
  • 8 ounces cream cheese, softened
  • 1 teaspoon vanilla
  • 1/2 cup powdered sugar

Topping:

  • 1/2 cup chopped walnuts
  • 1/2 cup chopped white chocolate chips
  1. Heat oven to 350 F.
  2. To make cake: Mix cake mix with carrot and coconut. Using hand mixer, blend in eggs, butter and yogurt. Pour mixture into greased springform pan and bake 30 minutes. Let completely cool in pan.
  3. To make cheesecake: Using hand mixer, whip whipping cream and sugar to form whipped cream and set aside.
  4. Using hand mixer, whip cream cheese, vanilla and powdered sugar. Add in whipped cream and mix. Pour onto completely cooled carrot cake in springform pan. Let set in refrigerator at least 4 hours or overnight before unspringing pan.
  5. For topping: Sprinkle chopped nuts and chocolate chips on cake before serving.

Tip: For extra festive appearance, add desired Easter candy on top.

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