Walking into a restaurant ten years into the future, you may experience utter silence. You will most likely approach a kiosk, put in your order, swipe a card or tap a card, and wait patiently for your order without having said a single word to a person in the building. Off you go, lunch in hand, back to your busy life with a bag full of food to get you through the day. Or perhaps you go to a drive through, scan your phone, have someone hand you your food, and drive away - only because you pre-ordered everything and paid for it twenty minutes ago. With the ever-expanding capabilities of technology, there is no limit to where the restaurant industry can go.
Every year, nearly a trillion dollars is invested into the food service industry. Falling under the umbrella of hospitality, this is the business of providing service experiences to consumers around the world. In light of the current health crisis, people all over the world are looking for safer and more efficient ways to dine. Not to mention timely dining experiences, as it seems people are only looking for ways to move faster in their everyday lives. Technology enables productivity to be at an all time high. There is no one size fits all for this industry, as some establishments revolve their brand integrity around pristine customer service through human interaction, but who is to say that such technology would not enhance the world of fast casual dining?
This review will build upon this concept of technology acceptance and adoption in the fast casual dining space. The current problem in this industry is that the capability of technology is outpacing what is actually being utilized. The integration is still in a very early phase. This is limiting the industry as a whole, which leads me to my research question. How will the presence of technology in the fast casual dining industry enhance the experience of consumers in the United States?
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Ransom, Julia, "Technology Usage in the Restaurant Industry" (2021). Hospitality Graduate Student Scholarship. 22.