Young People’s Perspectives on Self-service Technology and Hospitality: A McDonald’s Case Study
| aut.embargo | No | en_NZ |
| aut.thirdpc.contains | No | en_NZ |
| dc.contributor.advisor | Goodsir, Warren | |
| dc.contributor.advisor | Poulston, Jill | |
| dc.contributor.author | Yang, Qi | |
| dc.date.accessioned | 2018-11-13T23:59:45Z | |
| dc.date.available | 2018-11-13T23:59:45Z | |
| dc.date.copyright | 2018 | |
| dc.date.issued | 2018 | |
| dc.date.updated | 2018-11-12T23:55:36Z | |
| dc.description.abstract | Self-service technology (SST) is a new service delivery method widely used in different fields, including the hospitality industry. The kiosk is one of the most popular self-service technologies in the hospitality industry. The motivations for organisations to implement SST include reduced labour costs, and increased efficiency, productivity and corporate performance (Kuo, Huang, Tseng, & Boger, 2016); however, the motivations, reactions and attitudes of customers towards SST differ widely. Although the relationship between technology and customer satisfaction has attracted increased attention in recent years, no studies have provided a deep insight into young customers’ SST-using experiences and how they view SST in a hospitality context. This study therefore uses a qualitative methodology to explore young people’s SST-using experiences and their perspectives of hospitality in relation to SSTs. In particular, this research explores why young people choose SST as a service method in fast food restaurants (McDonald’s) and how they experience hospitality while using SST in a restaurant. Semi-structured interviews were used to collect data from young people (18 to 24 years old). Not all the interviewees felt that SST provided hospitable moments; in fact, it was contested. However, the findings suggest that young people prefer SST as it provides them with a level of empowerment when they purchase their fast food. Moreover, some young people in this study felt that they could experience hospitable moments while using a kiosk. Findings are discussed in terms of their contribution to theory and practice. | en_NZ |
| dc.identifier.uri | https://hdl.handle.net/10292/11993 | |
| dc.language.iso | en | en_NZ |
| dc.publisher | Auckland University of Technology | |
| dc.rights.accessrights | OpenAccess | |
| dc.subject | Self-service technology | en_NZ |
| dc.subject | Hospitality | en_NZ |
| dc.subject | Hospitality moment | en_NZ |
| dc.subject | Young people | en_NZ |
| dc.subject | McDonald | en_NZ |
| dc.subject | Kiosk | en_NZ |
| dc.subject | Empowerment | en_NZ |
| dc.title | Young People’s Perspectives on Self-service Technology and Hospitality: A McDonald’s Case Study | en_NZ |
| dc.type | Dissertation | en_NZ |
| thesis.degree.grantor | Auckland University of Technology | |
| thesis.degree.level | Masters Dissertations | |
| thesis.degree.name | Master of International Hospitality Management | en_NZ |