管科系系列讲座第195期预告

时间：2017年12月26日（周二）13:30

地点：史带楼303

主持人：冯天俊教授

主讲嘉宾：Tom F. Tan is an assistant professor at the information technology and operations management department (ITOM) at the Southern Methodist University (SMU) Cox School of Business. 

Title：At Your Service on the Table: Impact of Tabletop Technology on Restaurant Performance

Abstract: Some industries such as healthcare and financial services have reported significant productivity gains from introduction of new technologies. However, more traditional, labor-intensive industries are lagging behind. We use granular data to examine the impact of a customer-facing technology (a tabletop device that facilitates the table service process) on the check size and meal duration aspects of restaurant performance. The restaurant chain in our study implemented tabletop devices in a staggered manner, offering us a quasi-experimental setting in which to apply a difference-in-difference technique and identify the causal effect of the technology. We find that the tabletop technology is likely to improve average sales per check by 2.91% and reduce the meal duration by 9.74%, which increases the sales per minute or sales productivity by approximately 10.77%. Various robustness checks of our empirical strategy and post-hoc analyses find that efficient customers, who have lower cost of adopting new technology, generate more sales and have shorter meal duration than the inefficient customers do. Tabletop technology allows low-ability waiters to improve their performance more significantly than high-ability waiters. Overall, our results indicate great potential for introducing tabletop technology in a large service industry that currently lacks digitalization.

管理科学系

2017-12-19