The Effect of Interactive IT Table Service on Consumer’s Revisit Intention

Year 2019, Volume: 7 Issue: 1, 124 - 136, 31.05.2019

Amanda Lin Esther Ma Brendan T. Chen

https://doi.org/10.30519/ahtr.527022

Cited By: 1

Abstract

In the hospitality and catering
industry, consumers are accustomed to face-to-face services, but the problems
of Taiwan’s aging society and the migration of manpower outward have become
increasingly serious recently, impacting its service demands. In order to
promote service quality and competitiveness and adapt to the global trends of
industry technicalization, more and more scholars are thinking about the
integration of innovative technological equipment or service modes for Taiwan's
catering industry and exploring the impacts and effects of such integration.
This study thus probed into the influences of the interactive table service on
consumers' enjoyment of ordering and the revisit intention. It employed simple
linear regression and verified if the hypothetical framework had a partial
mediating effect. The results of this study demonstrated that consumers can
gain pleasure by using a digital ordering machine, which affects their
willingness to revisit. This study provides management implications and serves
as a reference for future practitioners in terms of practice and for the
academic community in terms of subsequent research.

Keywords

Hospitality, catering industry, interactive IT table service, enjoyment of ordering

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