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Self-service technology kiosk design for restaurants: An QFD application
Institution:1. Department of Hospitality and Tourism Management, Purdue University, West Lafayette, IN, 47907, USA;2. School of Industrial Engineering, Purdue University, West Lafayette, IN, 47907, USA;1. Dyson School of Design Engineering, Imperial College London, 10 Prince''s Gardens, South Kensington, SW7 1NA, UK;2. UCL Interaction Centre, University College London, 66 - 72 Gower Street, London, WC1E 6EA, UK;3. School of the Built Environment, Heriot-Watt University, Edinburgh, EH14 4AS, UK;4. WMG, University of Warwick, Coventry, CV4 7AL, UK;1. Heart Research Institute, The University of Sydney, Sydney, Australia;2. Faculty of Medicine and Health and Charles Perkins Centre, University of Sydney, Sydney, Australia;3. Agnes Ginges Centre for Molecular Cardiology, Centenary Institute, Sydney, Australia;4. Department of General Practice, School of Medicine, University of Notre Dame, Sydney, Australia;1. School of Hospitality and Tourism Management, University of Surrey, Guildford, UK;2. School of Hospitality Management, Macao Institute for Tourism Studies, Macao, China;3. Department of Tourism, Hospitality and Event Management, University of Florida, 1864 Stadium Rd., FLG 186B, P.O. Box 118208, Gainesville, FL, 32611, USA;4. School of Management, University of Bradford, Bradford, UK
Abstract:Self-service technology (SST) has been increasingly integrated into today’s service industry. The ability to understand how customers perceive SST and improve its quality is therefore important for both researchers and practitioners. Applying the Quality Function Deployment (QFD) methodology, this research established an SST House of Quality (HoQ) structure for restaurants by synthesizing the inputs of consumers and restaurant industry experts, the managers. This HoQ presents a relationship matrix that allows restaurants to assess SST attributes in relation to SST technical design specificities in a measurable way. Such a relationship matrix can assist in designing restaurant SST to deliver better service and customer experiences. This research thus provides an illustration of how the QFD method can be a useful tool in SST service design in restaurants.
Keywords:Self-service technology (SST)  Self-service kiosks  Quality function deployment (QFD)  House of quality (HoQ)  Service quality  Restaurants
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