Xuanming Su, Wharton, University of Pennsylvania
Xuanming Su, Wharton, University of Pennsylvania
Online and Offline Self-Order Technologies
Online and Offline Self-Order Technologies
Many restaurants have implemented self-order technologies across online and offline channels. Online technology, through websites and mobile apps, allows customers to order and pay before coming to store; offline technology, such as self-service kiosks, allows store customers to place orders without interacting with a human employee. In this paper, we develop a stylized theoretical model to study the impact of self-order technologies on consumer waiting time, employment levels, and restaurant profits. This is joint work with Fei Gao.