Self-Service Technology (SST) have been a big part in enhancing the service provided in every aspect of life. This study aims to take a deeper look in the way SST shaped the restaurant sector of the UK. Ever since the COVID-19 pandemic happened, many industríe had to take a big change in order to adjust to “the new normal”. And by widely co-operating SST in their service, the restaurant sector of the UK has started to faced many challenges. Since the service provided by SST has a completely different effect on customers’ experience than normal service from human employees.
This study aims to answer three research questions:
• What is the definition of SST and its role in the F&B industry in the UK?
• What are the influences of SST on restaurant goers’ experience?
• What are the suggestions as a customer to enhance the services provided by SST?
By distributing an online survey and analyse the data from the survey. Along with the help from previous literature. This research would explore how the use of SST
in restaurants across the UK impacts customer experience.
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