• 식품보건융합연구
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• 제10권5호
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• pp.29-35
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• 2024

This study investigates the evolution and impact of contactless dining services on consumer behavior in the food service industry. Catalyzed by rapid technological advancements and the COVID-19 pandemic, these services have become integral to restaurant operations, reshaping business models and fundamentally altering consumer eating habits. Through a comprehensive analysis of domestic and international case studies, this research elucidates the definition, development, and current state of contactless dining services. The findings reveal that these innovations offer significant advantages, including enhanced convenience, efficiency, and accessibility, leading to increased dining frequency and widespread adoption of digital ordering platforms. Consumers particularly value the temporal and spatial flexibility afforded by these services, enabling food ordering from any location at any time. However, the study also identifies persistent challenges, such as the diminution of human interaction and potential exclusion of digitally disadvantaged populations. To address these issues, the research suggests that restaurants must prioritize customer satisfaction through personalized experiences and intuitive user interfaces, while concurrently developing targeted strategies to accommodate elderly and less tech-savvy clientele. The study posits that ongoing technological innovation will continue to drive industry growth by facilitating increasingly customized services aligned with evolving consumer preferences. These insights provide a valuable framework for restaurant operators.

• 문화기술의 융합
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• 제8권6호
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• pp.787-793
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• 2022

코로나19 이후 사회적 거리두기와 비대면 서비스, 홈코노미족의 등장과 더불어 방문 외식이 비대면 외식으로 빠르게 대체되고 있다. 본 연구의 목적은 코로나19 창궐 이후 변화하는 외식산업의 트렌드에 맞춰 생활방역 중심의 안전한 외식문화 환경 조성 방안을 발굴하고 음식문화 개선 사업의 방향성 정립 및 사업의 효과성 제고를 도모함이 연구의 목적이다. 본 연구는 코로나 이전인 2018년 01월 01일부터 2019년 10월 31일, 코로나 이후인 2020년 01월 01일부터 2021년 12월 31일까지 TEXTOM을 활용하여 검색빈도 수집 및 정제, TF-IDF분석 수행 및 Ucinet6 프로그램을 활용, NetDraw를 활용한 시각화를 구현, 핵심 키워드의 노드 간 연결망을 파악하였다. 마지막으로 Concor분석을 통해 이들 간의 군집화를 수행하였다. 연구 결과, 코로나19의 이전과 이후 검색 빈도를 확인해 보면 코로나 팬데믹이 외식산업의 변화에 크게 영향을 끼치는 것을 알 수 있다.

• 디지털산업정보학회논문지
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• 제17권2호
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• pp.73-83
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• 2021

The development of technology based on digital technology has made 'hyper connectivity' between different services a reality, and an example of this is the reinforcement of non-face-to-face services. The non-face-to-face service is a service provided by service providers and customers using information and communication and technology without direct contact. Recently, it has expanded to the hotel industry, which is highly dependent on human resources, centering on the restaurant business. Therefore, this study attempted to identify the case of the "R" hotel in the Gangwon region, which is introducing and operating a kiosk, and to confirm the matters to be considered, the system operation method, and expected effects, etc. for hotels that intend to operate it in the future. It is difficult to affirm that the introduction of KIOSK directly reduced labor costs or increased service efficiency, but it seems meaningful that it has improved the convenience of users. In future research, practical research is needed on the impact of the system on management activities in relation to the introduction of KIOSK.

• 식품보건융합연구
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• 제8권1호
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• pp.9-16
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• 2022

Recently, the use of serving robots has been increasing due to the increase in preference for non-face-to-face services and the rise in the minimum wage due to the coronavirus. When analyzing previous studies related to serving robots, it was confirmed that most of the studies on the functions and technologies of serving robots were conducted. Therefore, this study analyzed the factors affecting the attitude and customer satisfaction of restaurant consumers toward serving robots by adding performance expectations, effort expectations, and speed factors among the UTAUT2 models. The survey period was conducted from July 28, 2021 to September 9, 2021, and 306 out of a total of 310 surveys were used for analysis, excluding 4 unfaithful surveys. For the analysis, exploratory factor analysis, reliability analysis, confirmatory factor analysis, and hypothesis test were performed using SPSS 20.0 and AMOS 20.0, and the research results are as follows. First, it was found that performance expectation, effort expectation, and speed had a significant positive (+) effect on attitudes. Second, it was found that attitude had a significant positive (+) effect on customer satisfaction. This study researched customer selection attributes of robot service restaurants using the UTAUT2 model, and also provided academic and practical implications.

• 경영정보학연구
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• 제25권4호
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• pp.89-112
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• 2023

2020년 3월, 코로나바이러스 팬데믹으로 선포되면서, 다양한 방역 조치가 취해져 왔다. 이에 따라, 관광 및 환대 산업 내의 많은 변화들이 야기되었다. 특히 레스토랑 산업에서는 비대면 서비스 및 좌석 간 거리두기 등 방역 지침이 시행되었다. 전통적으로 레스토랑 선택속성에 대한 연구는 분위기, 서비스 품질, 음식의 품질을 포함한 3가지 속성의 중요성이 강조해 온 데 반해, 코로나19 이후 레스토랑 이용자를 대상으로 레스토랑 선택속성을 탐색한 연구는 미비한 실정이다. 이에 따라, 본 연구에서는 코로나19라는 환대 산업 내의 환경적 변화에 대한 이해에 기반하여, 국내 온라인 리뷰 데이터 상에서 새로운 레스토랑 경험적 속성을 확인하기 위한 탐색적인 접근을 시도하였다. 본 연구는 서울 을지로 지역에 위치한 일반음식점 및 휴게음식점 475개로 네이버 플레이스에 등록된 총 31,115개의 온라인 리뷰를 분석 단위로 고려하였다. 분석 방법은 단어 빈도와 역문서 빈도의 곱으로 산출된 TF-IDF와 잠재적 토픽들을 추출하는 확률적 모델 알고리즘인 LDA 토픽모델링 기법을 통해 온라인 리뷰 내에서 단어들의 군집화를 통해 레스토랑 선택속성을 재분류하고자 하였다. 분석 결과, 분위기, 서비스 품질, 음식 품질과 함께 코로나19 이후 레스토랑의 새로운 속성으로 "감염병 예방"요인이 도출되었다. 본 연구는 기존 레스토랑 선택속성에서 제시하는 세 가지 속성들을 범주화하고, 나아가 새로운 속성을 제시하였다는 점에서 기존 레스토랑 선택속성 문헌을 확장하여 학술적 의의가 있다. 나아가, 분석 결과에 기반하여 레스토랑 운영의 측면 및 정책적 관점에서의 실무적 제언을 시도하였다.

• 아태비즈니스연구
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• 제15권1호
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• pp.193-207
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• 2024

Purpose - With the increase of non-face-to-face activities due to the spread of COVID-19, O2O industry has grown rapidly which reduces contact points between suppliers and consumers. O2O platform is now recognized as an indispensable channel of distribution, but the voice is getting louder that it is necessary to check how it contributes to the performance of suppliers or how its fee system or contract terms affects the expansion of O2O industry as the leading companies tend to monopolize the market. Design/methodology/approach - In this study, the scope was limited to the restaurant industry in which transactions are the most active among the O2O industry and a regression analysis was done on 775 businesses that had used guarantor service from the Seoul Credit Guarantee Foundation. Findings - Analysis on the impact of O2O platform system, information, and service quality on the business performance of the sole proprietors revealed that the system quality represented by ease of use and the information quality determined by level of timely, accurate and reliable information provided to the consumers have a statistically significant effect on the improvement of business performance. In addition, the effect of business performance on the loyalty measured by the likelihood of users continuing to use the service as well as recommending it to others was moderated by the satisfaction with contract terms, not by the fee system. Research implications or Originality - Although the number of O2O platform providers has increased manyfold, the membership rate is no more than 20%, which means that the small business owners are still struggling with digital transformation. In order for the O2O industry, which is now commonplace, to form a healthy ecosystem that satisfies both suppliers and consumers, the standard contract guidelines that are acceptable to both parties must be established and the O2O providers must offer services that help suppliers to improve performance.