Touch or Talk: What Motivates Consumers to Choose Self-Service Kiosks or Interpersonal Services when Ordering Fast-Food? A Customer and Manager Perspective
Purpose – The first purpose of this study is to identify and categorize the motivational factors, from a customer and managerial perspective, that restaurant patrons have when choosing between the self-service kiosk (SSK) or the human service counter during their fast-food order. The second purpose is to identify potential gaps between the customer and manager perspectives. Methodology – This stud
