Using wireless personal digital assistants in a restaurant: impact and perceived benefits

Abstract

Applications of mobile technologies are diversifying. One area that is recently starting to exploit the benefits of using mobile technologies is the hospitality industry, more specifically restaurants. This research explores the perceived benefits of using personal digital assistants (PDAs) in a restaurant in a B2E context. The findings indicated that the most common perceptions are increased efficiency, speedier service, better usability and ease of use, enhanced reputation/image and increased accuracy. Most of the negative perceptions were related to the technical shortcomings of the technology such as unreliable transmission of data, system crashes, short battery life, and limited durability of the devices. The paper concludes with recommendations for future practice and research.