Presenter: Joshua López
Poster Description: With a great emphasis of self-service technology being implemented in almost every industry, a great pressure has been placed on fast-food restaurants to also implement this kind of technology. Fast-Food corporations are enforcing their chains to implement SST to help reduce staffing cost while hoping to improve the overall satisfaction customers have. As we enter this new age of technology, is it needed for every chain located in small and rural communities, or is it unnecessary and a waste of money? Customers have expressed their concerns with kiosks, and what will be explored is all the options available for customers to order and which is the most relied method to place and order their meal. A qualitative approach will help explore the complexity customers experience while using self-service technology such as kiosk in fast-food establishments.