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Elderly Users’ Emotional and Behavioral Responses to Self-Service Technology in Fast-Food Restaurants

While COVID-19 has accelerated digital transformation, increasing labor costs and 52-h workweek rules are replacing human labor with self-service technologies (SSTs). Self-service technology is increasingly being implemented in restaurant settings. However, the elderly, who have relatively lower lev...

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Detalles Bibliográficos
Autores principales: Nam, Jinyoung, Kim, Seongcheol, Jung, Yoonhyuk
Formato: Online Artículo Texto
Lenguaje:English
Publicado: MDPI 2023
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10135456/
https://www.ncbi.nlm.nih.gov/pubmed/37102799
http://dx.doi.org/10.3390/bs13040284
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author Nam, Jinyoung
Kim, Seongcheol
Jung, Yoonhyuk
author_facet Nam, Jinyoung
Kim, Seongcheol
Jung, Yoonhyuk
author_sort Nam, Jinyoung
collection PubMed
description While COVID-19 has accelerated digital transformation, increasing labor costs and 52-h workweek rules are replacing human labor with self-service technologies (SSTs). Self-service technology is increasingly being implemented in restaurant settings. However, the elderly, who have relatively lower levels of digital literacy, are being excluded from services that can alleviate the economic and social difficulties of their daily lives. This study thus aims to explain how elderly users feel about and respond to SST in fast-food restaurants. An off-site survey was conducted with individuals who had experience using SST. We analyzed the data using the partial least squares structural equation modeling method by SmartPLS 3.0. The results showed that SST’s reduction, perceived ease of use of SST, and perceived time pressure significantly influenced users’ negative emotions toward the SST. However, perceived physical condition and perceived crowding did not have significant influences on users’ emotions. In empirically investigating individuals’ negative emotions toward and coping strategies for challenges posed by SST, this study emphasizes the development of a nationwide digital inclusion policy that can help bridge the digital divide.
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spelling pubmed-101354562023-04-28 Elderly Users’ Emotional and Behavioral Responses to Self-Service Technology in Fast-Food Restaurants Nam, Jinyoung Kim, Seongcheol Jung, Yoonhyuk Behav Sci (Basel) Article While COVID-19 has accelerated digital transformation, increasing labor costs and 52-h workweek rules are replacing human labor with self-service technologies (SSTs). Self-service technology is increasingly being implemented in restaurant settings. However, the elderly, who have relatively lower levels of digital literacy, are being excluded from services that can alleviate the economic and social difficulties of their daily lives. This study thus aims to explain how elderly users feel about and respond to SST in fast-food restaurants. An off-site survey was conducted with individuals who had experience using SST. We analyzed the data using the partial least squares structural equation modeling method by SmartPLS 3.0. The results showed that SST’s reduction, perceived ease of use of SST, and perceived time pressure significantly influenced users’ negative emotions toward the SST. However, perceived physical condition and perceived crowding did not have significant influences on users’ emotions. In empirically investigating individuals’ negative emotions toward and coping strategies for challenges posed by SST, this study emphasizes the development of a nationwide digital inclusion policy that can help bridge the digital divide. MDPI 2023-03-26 /pmc/articles/PMC10135456/ /pubmed/37102799 http://dx.doi.org/10.3390/bs13040284 Text en © 2023 by the authors. https://creativecommons.org/licenses/by/4.0/Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/).
spellingShingle Article
Nam, Jinyoung
Kim, Seongcheol
Jung, Yoonhyuk
Elderly Users’ Emotional and Behavioral Responses to Self-Service Technology in Fast-Food Restaurants
title Elderly Users’ Emotional and Behavioral Responses to Self-Service Technology in Fast-Food Restaurants
title_full Elderly Users’ Emotional and Behavioral Responses to Self-Service Technology in Fast-Food Restaurants
title_fullStr Elderly Users’ Emotional and Behavioral Responses to Self-Service Technology in Fast-Food Restaurants
title_full_unstemmed Elderly Users’ Emotional and Behavioral Responses to Self-Service Technology in Fast-Food Restaurants
title_short Elderly Users’ Emotional and Behavioral Responses to Self-Service Technology in Fast-Food Restaurants
title_sort elderly users’ emotional and behavioral responses to self-service technology in fast-food restaurants
topic Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10135456/
https://www.ncbi.nlm.nih.gov/pubmed/37102799
http://dx.doi.org/10.3390/bs13040284
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