| Abstract: | Sales and profitability are key elements to bottom line success in the quick service restaurant industry. Increases in service delivery, productivity and customer satisfaction enhance the top line. The use of a "customer activated terminal," or CAT, may be a step to improving all of these critical areas. In this pilot study, installation of CATS has increased sales and profitability, increased speed of service, increased productivity and increased customer "perceived" control in the service encounter, which may lead to increased satisfaction. A new era in customer service may be introduced by touch screen terminals. |
