Understanding restaurant users’ attitudes towards self-service ordering via kiosks during the COVID-19 pandemic: An application of the theory of anxiety

IF 3 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

Tourism and Hospitality Research Pub Date : 2022-11-04 DOI:10.1177/14673584221133666

Gyunghoon Kim, S. Park

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引用次数: 2

Abstract

This study aims to prepare a comprehensive self-service technology model that incorporates the hygiene and health issues throughout the restaurant industry amid pandemics. To this end, this study explores psychological responses to the environmental threat caused by COVID-19 which impacts attitudes toward self-service kiosks in the restaurant industry in terms of the theory of anxiety. This study utilizes a mixed-method sequential exploratory design. The qualitative phase found four psychological attributes associated with respondents’ attitudes towards kiosks: anxiety towards COVID-19, timidity, perceived control, and intolerance for tardy service. Among the psychological attribute factors, anxiety towards COVID-19 was identified as the strongest predictor of customers’ attitudes towards kiosks in the quantitative phase. This study attests that the anxiety mechanism works in explaining restaurant customers’ attitudes towards kiosks in the restaurant industry. The comprehensive research model explains in a timely manner the value of kiosk service in rapid social and market changes.

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了解新冠肺炎大流行期间餐馆用户对自助售货亭点餐的态度：焦虑理论的应用

这项研究旨在准备一个全面的自助服务技术模型，将流行病期间整个餐饮业的卫生和健康问题纳入其中。为此，本研究探讨了对新冠肺炎造成的环境威胁的心理反应，这从焦虑理论的角度影响了餐饮业对自助服务亭的态度。本研究采用了一种混合方法——顺序探索设计。定性阶段发现了与受访者对信息亭的态度相关的四个心理特征：对新冠肺炎的焦虑、胆小、感知到的控制和对迟缓服务的不容忍。在心理属性因素中，在定量阶段，对新冠肺炎的焦虑被确定为顾客对售货亭态度的最强预测因素。这项研究证明，焦虑机制可以解释餐饮业中餐馆顾客对售货亭的态度。综合研究模型及时解释了信息亭服务在快速社会和市场变化中的价值。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Tourism and Hospitality Research HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

7.40

自引率

8.60%

发文量

期刊介绍： Tourism and Hospitality Research is firmly established as a leading and authoritative, peer-reviewed journal for tourism and hospitality researchers and professionals. Tourism and Hospitality Research covers: • Hospitality and tourism operations • Marketing and consumer behaviour • HR management • Social Media and Marketing • Technology • Planning and development • Policy • Performance and financial management • Strategic implications • Environmental aspects • Forecasting and prediction • Revenue management • Impact assessment and mitigation • Globalisation • Research methodologies • Leisure and culture • Risk Management • Change Management