Summary of themes regarding benefits of using service robot
| Themes | Frequency | Sample quote |
|---|---|---|
| Improve service quality | 360 | |
| Improve service speed | 150 | Fast delivery of food |
| Increase order accuracy | 119 | Accurate order taking |
| Better service quality | 36 | Higher quality service |
| Improve cleanliness | 26 | I think it would be more sanitary |
| Reduce human error | 22 | Robots don’t make mistakes |
| Enhance food safety | 7 | Food safety, no issues with them tampering with the food |
| Enhance operational efficiency | 131 | |
| Reduce labor expense | 58 | Employers would save on benefits issued to employees, and workers comp would be saved |
| Efficiency | 53 | The ability to get a lot more done in a lot less time |
| Require less management effort | 13 | Ease of scheduling |
| Avoid labor shortage | 7 | A benefit might be that when employees are hard to find, a robot could be used in place of a human employee |
| None | 99 | I don’t see any benefit |
| Increase competitive advantage | 23 | |
| Lower menu price | 17 | Cheaper food prices |
| Innovative image | 6 | It’s a novel idea. Customers will be entertained |
| Not sure | 20 | I don’t know |
| Themes | Frequency | Sample quote |
|---|---|---|
| Improve service quality | 360 | |
| Fast delivery of food | ||
| Accurate order taking | ||
| Higher quality service | ||
| I think it would be more sanitary | ||
| Robots don’t make mistakes | ||
| Food safety, no issues with them tampering with the food | ||
| Enhance operational efficiency | 131 | |
| Employers would save on benefits issued to employees, and workers comp would be saved | ||
| The ability to get a lot more done in a lot less time | ||
| Ease of scheduling | ||
| A benefit might be that when employees are hard to find, a robot could be used in place of a human employee | ||
| None | 99 | I don’t see any benefit |
| Increase competitive advantage | 23 | |
| Cheaper food prices | ||
| It’s a novel idea. Customers will be entertained | ||
| Not sure | 20 | I don’t know |
Source(s): Authors’ own work
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