Investigating the net benefits of contactless technologies in quick-service restaurants
The Moderating Roles of Social Interaction Anxiety and Language Proficiency
Bibliographic Data
| ID | 6152181 |
|---|---|
| Authors | Kyung Young Lee (0000-0003-2263-0559, Rowe School of Business , , , Halifax), Sumin Han (0000-0003-0861-7980, Auburn University , Auburn, Alabama,), Soo Il Shin (0000-0002-2320-1003, Kennesaw State University), Sung‐byung Yang (0000-0003-0643-7070, School of Management , , Seoul) |
| Year | 2022 |
| Volume | 33 |
| Issue | 1 |
| Pages | 308-343 |
| Publication date | 2022-05-29 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Internet Research (JOURNAL) |
| Journal identifiers | ISSN: 1066-2243 • E-ISSN: 2054-5657 |
| Publisher | Emerald Publishing Limited (PUBLISHER • GB) |
| DOI | 10.1108/intr-07-2021-0462 |
| OpenAlex | W4281961469 |
| Language | EN |
| Citations received | 2 |
| References cited | 68 |
Purpose This study aims to apply the information system success model (ISSM) to examine the relationships among actual use, use continuance intention, user satisfaction and net benefits in the context of quick-service restaurant (QSR) patrons using two contactless technologies (CT): self-service kiosks (SSK) and mobile applications (MA) for food ordering. The study also investigates the moderating roles of social interaction anxiety (SIA) and language proficiency (LP) in the abovementioned relationships. Design/methodology/approach Survey data from 421 QSR patrons with experience using McDonald's SSK and MA were collected and analyzed through a seemingly unrelated regressions (SUR) technique. Findings Research findings reveal positive associations among actual use, use continuance intention and satisfaction with CT (i.e. SSK and MA). The actual use and satisfaction with CT are positively associated with individual benefits, leading to improved patron satisfaction with QSR. Findings also reveal that, in the case of MA, SIA positively moderates relationships between actual use/satisfaction and individual benefits and between satisfaction and organizational benefit, while LP shows negative moderating effects on those relationships. Originality/value This study is one of the first attempts to present empirical evidence of constructs in the ISSM (actual use, use continuance intention, satisfaction and individual/organizational benefits) in the context of QSR patrons using SSK and MA. It also shows that using MA can address some patrons' psychological problems interacting with others in their food-ordering processes
Anxiety · Business · Context (archaeology · Continuance · Moderation · Originality · Service (business · Applied Psychology · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Psychology · Social Psychology · Technology Adoption and User Behaviour · Marketing
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| Unique citing works | 2 |
|---|---|
| Citations per year | 1 |
| Citation span | 2024 - 2024 (1) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 2 |