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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

Elevate Your Menu for a Legendary Backyard Barbecue

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Backyard Barbecue (Family Features) Summer is here and it’s time to hit the grill. Take at-home entertaining to the next level by upgrading everyone’s favorite cheeseburger with ground pork. Family and friends will love this elevated twist on a summer favorite that is oh-so-deliciously different than the traditional beef patty. These Pork and Bacon Burgers are made with Heritage Duroc pork, known for its rich flavor and juiciness, and will be a hit at your next barbecue. The crispy bacon adds another level of texture and flavor, making these juicy burgers a gourmet treat that rivals any takeout burger. Celebrating 150 years as the premium all-natural meat choice for families, Coleman All Natural Meats offers a variety of products that are sourced from American family farmers who humanely raise livestock with no antibiotics ever and no added hormones. Find more recipes to elevate your grilling experience at ColemanNatural.com. 17457 detail image embed1

Pork and Bacon Burgers

Prep time: 10 minutes Cook time: 10 minutes Servings: 6
  • 2 pounds Coleman Ground Pork
  • 1/4 pound ground pork chorizo
  • 1 medium onion, diced
  • 2 cloves garlic, minced
  • 1 teaspoon pepper
  • 1 teaspoon salt
  • 6 cheese slices (optional)
  • 6 hamburger buns
  • 6-8 strips Coleman Hickory Smoked Uncured Bacon, cooked
  • tomato slices (optional)
  • red onion slices (optional)
  • lettuce (optional)
  • ketchup (optional)
  • mayonnaise (optional)
  1. Preheat grill to medium heat.
  2. In large mixing bowl, combine ground pork, chorizo, onion, garlic, salt and pepper.
  3. Gently mix ingredients, being careful not to overwork meat.
  4. Divide meat into six burger patties.
  5. Cook burgers 3-4 minutes per side until internal temperature reaches 145 F or desired doneness.
  6. During last 2-3 minutes of cooking, place cheese slices on top of burgers to melt, if desired.
  7. Transfer burgers to platter. Assemble burgers with buns, bacon, tomato slices, red onion slices, lettuce, ketchup and mayonnaise, as desired.
Tip: Burger patties may be frozen up to 1 month. Fully defrost before cooking.   collect?v=1&tid=UA 482330 7&cid=1955551e 1975 5e52 0cdb 8516071094cd&sc=start&t=pageview&dl=http%3A%2F%2Ftrack.familyfeatures SOURCE: Coleman Natural Foods

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Begin Summer Days with a Satisfying Breakfast

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Breakfast (Family Features) Before heading out the door for pool days, bike rides, summer camps and other family-favorite activities, there’s one key component to starting your day on the right foot: a nutritious breakfast. Filling morning meals help you and your loved ones power through all summer has to offer, whether you’re getting active on a hike or family walk or simply soaking in the sun. Paired with a healthy lifestyle, an 8-ounce glass of 100% orange juice includes key nutrients such as vitamin C, folate, thiamin and potassium, as well as calcium and vitamin D (in fortified juices), that help support the immune system all year long. Summer is no exception – particularly with its usual hectic schedules that include sports and other outdoor activities. Plus, it’s fat-free, cholesterol-free, sodium-free, has no added sugar and is made up of almost 90% water, which means it’s a healthy complement to your water hydration routine – another must during the hot summer months. While delicious and nutritious on its own, an option like Florida Orange Juice can also be enjoyed as part of morning favorite recipes like French toast. As a meal that can satisfy the entire family, this Orange Juice French Toast with Infused Whipped Cream offers a twist on a breakfast classic. As a delicious addition to any diet, 100% orange juice is a perfect way to sit down together at the table before tackling the day’s adventures. To find more nutrition-forward summer recipe ideas, visit floridajuice.com. 17516 Florida Citrus detail image embed1

Orange Juice French Toast with Infused Whipped Cream

Recipe courtesy of the Florida Department of Citrus
  • 4 eggs
  • 1/2 cup milk
  • 3/4 cup, plus 1/4 cup, Florida Orange Juice, divided
  • 10 slices milk bread
  • 1 cup heavy whipping cream
  • neutral oil
  • maple syrup, for serving
  1. In shallow dish, whisk eggs, milk and 3/4 cup orange juice.
  2. Dunk each slice of bread in egg mixture, letting it soak in.
  3. While bread soaks, whip heavy cream until it reaches stiff peaks, about 3 minutes. Gently fold in remaining orange juice until well combined.
  4. On hot pan over medium heat, in small amount of oil, fry both sides of each bread slice. Remove from heat when golden brown.
  5. Serve French toast in stacks with dollop of whipped cream and drizzle of maple syrup.
  collect?v=1&tid=UA 482330 7&cid=1955551e 1975 5e52 0cdb 8516071094cd&sc=start&t=pageview&dl=http%3A%2F%2Ftrack.familyfeatures SOURCE: Florida Department of Citrus

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Remembering Anne Burrell: Celebrity Chef Found Dead at 55 in Brooklyn Home

Celebrity chef Anne Burrell was found dead in her Brooklyn home at age 55. Cause of death is pending autopsy, police confirm.

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Anne Burrell

Image Credit: Rebecca Jo Washington

The culinary world is reeling from the sudden and tragic loss of beloved chef and television personality Anne Burrell, who was found dead in her Brooklyn, New York, home on the morning of Tuesday, June 17. She was 55 years old.

According to a statement from the New York City Police Department, officers from the 76th Precinct responded around 7:50 a.m. to a report of “an unconscious and unresponsive 55-year-old female.” Emergency medical services arrived shortly after and pronounced her dead at the scene. While police did not formally release her name pending family notification, public records and the address provided in the police statement confirm that the residence belongs to Burrell.

A cause of death has not yet been determined. The city’s Office of the Chief Medical Examiner will conduct an autopsy to clarify the circumstances surrounding her passing.

Burrell’s representatives confirmed the heartbreaking news in a release obtained by People magazine, marking a devastating moment for fans, friends, and fellow chefs who admired her bold personality, bright red hair, and fierce culinary skills.

Best known for her work on Food Network shows like Secrets of a Restaurant Chef, Worst Cooks in America, and Iron Chef America, Burrell was a standout in the food television landscape. A classically trained chef and graduate of the Culinary Institute of America, she blended expertise with an infectious enthusiasm that made her a favorite among viewers and a mentor to many aspiring cooks.

 

Tributes from across the food and entertainment communities have begun pouring in as the industry mourns the loss of one of its brightest and most unique stars. More details are expected in the coming days as the investigation continues and the autopsy results are released.

Anne Burrell’s legacy will live on through the meals she inspired, the careers she helped shape, and the joy she brought to countless kitchens around the world.

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Related Links:

People: Anne Burrell Found ‘Unconscious and Unresponsive,’ Pronounced Dead at Scene: Police

USA Today: Anne Burrell, chef and Food Network star, dies at 55

STM Daily News is a vibrant news blog dedicated to sharing the brighter side of human experiences. Emphasizing positive, uplifting stories, the site focuses on delivering inspiring, informative, and well-researched content. With a commitment to accurate, fair, and responsible journalism, STM Daily News aims to foster a community of readers passionate about positive change and engaged in meaningful conversations. Join the movement and explore stories that celebrate the positive impacts shaping our world.

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