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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

Savory Meets Spicy

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A Savory Dish – Perfect for Every Occasion

(Family Features) Football watch parties, family dinners and cold days that call for warm meals – all perfect occasions for a hearty bowl of this Barbecue Chili from “Cookin’ Savvy.” Serving 8-10 people, it’s a perfect fit for a crowd or saving leftovers to make weeknight dinners a breeze. Find more soup, stew and chili recipes at Culinary.net.

This barbecue chili is not only hearty but also a savory delight that everyone will enjoy.

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Barbecue Chili

Recipe courtesy of “Cookin’ Savvy”
Servings: 8-10

  • 1 pork loin (2-3 pounds)
  • 1 can (10 ounces) diced tomatoes and green chilies
  • 2 cups barbecue sauce, divided
  • 1 cup water
  • 1 can (29 ounces) tomato sauce
  • 2 cans (27 ounces each) chili beans
  • 1 package chili seasoning
  • 1 tablespoon barbecue seasoning
  • 1 tablespoon onion powder
  • 1 tablespoon garlic powder
  • salt, to taste
  • pepper, to taste
  • sour cream, for serving
  • shredded cheddar cheese, for serving
  • corn chips, for serving
  1. Place pork loin in slow cooker. Cover with diced tomatoes and green chilies, 1 cup barbecue sauce and water; cook on low 4-6 hours.
  2. Cut up cooked meat and place in Dutch oven along with juices from slow cooker. Add remaining barbecue sauce, tomato sauce, chili beans, chili seasoning, barbecue seasoning, onion powder and garlic powder. Season with salt and pepper, to taste.
  3. Cook over medium heat 20 minutes, stirring occasionally. Serve with sour cream, shredded cheese and corn chips.

Tip: Add can of beans if serving bigger crowd.

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SOURCE:
Culinary.net

At our core, we at STM Daily News, strive to keep you informed and inspired with the freshest content on all things food and beverage. From mouthwatering recipes to intriguing articles, we’re here to satisfy your appetite for culinary knowledge.

Visit our Food & Drink section to get the latest on Foodie News and recipes, offering a delightful blend of culinary inspiration and gastronomic trends to elevate your dining experience.

https://stmdailynews.com/food-and-drink/

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Food and Beverage

Make Breakfast More Manageable

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17365 VID Egg Tot Muffins detail Intro Image

Make Breakfast More Manageable

(Family Features) Mornings for many families involve hurried breakfasts and mad dashes out the door. These Egg Tot Muffins can help take that grab-and-go breakfast to the next level. High in protein and flavor, they are a good way to get rid of early morning brain fog. Plus, you can make them ahead of time so all you have to do is pop them in the microwave and enjoy on the go. Find more morning meal inspiration at Culinary.net.

Watch video to see how to make this recipe!

17365 VID Egg Tot Muffins detail image embed
Egg Tot Muffins
Recipe courtesy of “Cookin’ Savvy”
Servings: 12

  •             Butter
  • 36        thawed tater tots
  • 10        eggs
  • 1/2       cup heavy whipping cream or half-and-half
  • 1/2       cup shredded cheese
  • 2          teaspoons garlic powder
  • 2          teaspoons onion powder
  • 1          package (2 1/2 ounces) real bacon pieces
  • salt, to taste
  • pepper, to taste
  1. Heat oven to 350 F.
  2. Grease muffin tin with butter. Place three tots in each muffin hole and smash down.
  3. In bowl, whisk eggs, cream, cheese, garlic powder, onion powder and bacon pieces. Season with salt and pepper, to taste. Fill each muffin hole completely with mixture.
  4. Place cookie sheet under muffin tin to contain messes and bake 20-25 minutes.

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SOURCE:
Culinary.net

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Foodie News

A Savvy Weeknight Family Meal

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A Savvy Weeknight Family Meal

(Family Features) Because this time of year can be crazy busy, drive-thru meals can easily become the norm. While fast-food burgers may do the trick once in a while, they can get old quick if your family is eating them every other night. This quick and easy Baked Spaghetti can bring everybody back to the table and it won’t break the bank either. Find more weeknight dinner inspiration at Culinary.net.

17365 VID Baked Spaghetti detail image embed

Watch video to see how to make this recipe!

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

  • 1          pound ground beef
  • 1          pound spaghetti noodles
  • 1          jar (16 ounces) alfredo sauce
  • 1          jar (24 ounces) marinara sauce
  • 2          tablespoons garlic powder
  • 2          tablespoons onion powder
  • salt, to taste
  • pepper, to taste
  • 2          cups shredded cheese
  • French bread or breadsticks, for serving
  1. Heat oven to 350 F.
  2. Brown and drain ground beef. Cook noodles according to package instructions. Drain noodles; add alfredo sauce and mix well.
  3. Add marinara sauce, garlic powder and onion powder to ground beef. Season with salt and pepper, to taste.
  4. Place noodles in 9-by-13-inch baking dish. Spoon beef mixture on top but do not mix in. Cover with shredded cheese then cover with foil and bake 30-40 minutes.
  5. Serve with French bread or breadsticks.

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SOURCE:
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