... from fully human-operated to fully automated services, across different restaurant types based on cuisine and thematic elements. Design/methodology/approach It employs two experiments to evaluate customer perceptions of authenticity, quality, fit and patronage intention under different service...

... in adopting MTs in hotels. Subsequent selective coding revealed two underlying dimensions: viability-fit. With these two underlying dimensions, a strategic model for MT adoption is developed. This model identifies four MT adoption strategies in hotels: lookers, experimenters, explorers and leaders...