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Cited by 29Technology Adoption and User BehaviourAI in Service InteractionsHealth, Technology, Consumer Behavior

A study on the application of kiosk service as the workplace flexibility: The determinants of expanded technology adoption and trust of quick service restaurant customers

Open access
Seo, Kyung Hwa·2020·Sustainability
DOI 10.3390/su12218790
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Abstract

This study presents fundamental data on the technology acceptance of kiosks in QSR (Quick Service Restaurants) and the marketing plans for efficient management performance. In this paper, the combined concept model was established through the acceptance literature, and an expanded UTAUT2 (Unified Theory of Acceptance and Use of Technology) model was then presented by empirical analysis. This study was evaluated by 303 customers with experience using QSR kiosks. The results show that the seven factors suggested by the UTAUT2 and trust have a positive direct and indirect effect on behavioral intention. In addition, this study confirmed the significant influence relationship between the variables in UTAUT2. It was also found that facilitating conditions and price value have a significant positive effect on trust. Lastly, trust has a significant positive effect on performance expectancy and behavioral intentions. As a result, this research demonstrates an extended and integrated UTAUT2 by verifying the relationship between basic UTAUT2 and trust. The limitations of this study and recommendations for future research are also discussed.

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  • Appropriate use of kiosk-based service technology is associated with greater perceived flexibility and trust among quick-service restaurant customers.

    “Seo (2020) similarly found that the appropriate use of kiosk -based service technology was associated with greater perceived flexibility and trust among quick-service restaurant customers.”

    From Restaurant Service Quality in Relation to Customer Satisfaction (2026) · cites this paper as Seo, 2020

    The Discussion of Results (section 5.1; page unavailable) reports that conditions facilitating kiosk use have a significant positive effect on quick-service restaurant customers’ trust. It does not report greater perceived flexibility among customers or test whether ‘appropriate use’ increases both flexibility and trust; flexibility appears in the title as workplace flexibility. (LLM, conf=0.86)

    Experimental — accuracy not yet measured

  • The comparatively low technology score reflects an uneven rollout of digital touchpoints rather than a low customer priority.

    “Seo (2020) similarly found that appropriately implemented technology adoption strengthens customers' sense of convenience and trust, which together with the elevated variability observed here suggests that the comparatively low technology score reflects an uneven rollout of digital touchpoints rather than a low customer priority.”

    From Restaurant Service Quality in Relation to Customer Satisfaction (2026) · cites this paper as Seo (2020)

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Cited by

Sorted by citations

Authors
Seo, K. H.
Affiliations
Ulsan College (KR)
Corresponding author
Seo, Kyung Hwa
ORCID
Seo, Kyung Hwa
Venue
Sustainability
Publisher
MDPI AG
Published
2020-10-22
Volume
12
Issue
21
Pages
8790
ISSN
2071-1050 (ISSN-L)
DOI
10.3390/su12218790
OpenAlex
W3093555342
Cited by
29
References
7
Citations by year
2026: 5 · 2025: 6 · 2024: 6 · 2023: 5 · 2022: 5 · 2021: 2
FWCI
2.98
Type
journal article
Language
en
Open access
Licence
Locations
  • Sustainability (publishedVersion, cc-by)
  • RePEc: Research Papers in Economics (submittedVersion)
  • DOAJ (DOAJ: Directory of Open Access Journals) (submittedVersion)
Topics
  • Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
  • Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
  • Health Sciences › Health Professions › Health Information Management › Health, Technology, Consumer Behavior
Keywords
fast food restaurants, technology acceptance, UTAUT2, trust, behavioral intention, performance expectancy, facilitating conditions, price value, work flexibility

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