Busiest Store in a Cramped Space: Can a Ghost Kitchen Optimize Coffee Shop Efficiency?

This case study describes a common foodservice business dilemma related to service inefficiency. Service inefficiency is typically multi-factorial, and operators need to reflect on several internal and external aspects to make needed changes. Therefore, this case aims to provide an analysis that includes aspects of various stakeholders, technology-involved business operation decisions, and service innovation solutions to diminish the negative effect of service inefficiency at a university-based coffee shop. The case describes possible solutions that connect the current trend of the ghost kitchen phenomenon with the technological evolvement of autonomous food delivery robots.