Nam Jinyoung, Kim Seongcheol, Jung Yoonhyuk
School of Media and Communication, Korea University, Seoul 02841, Republic of Korea.
Behav Sci (Basel). 2023 Mar 26;13(4):284. doi: 10.3390/bs13040284.
While COVID-19 has accelerated digital transformation, increasing labor costs and 52-h workweek rules are replacing human labor with self-service technologies (SSTs). Self-service technology is increasingly being implemented in restaurant settings. However, the elderly, who have relatively lower levels of digital literacy, are being excluded from services that can alleviate the economic and social difficulties of their daily lives. This study thus aims to explain how elderly users feel about and respond to SST in fast-food restaurants. An off-site survey was conducted with individuals who had experience using SST. We analyzed the data using the partial least squares structural equation modeling method by SmartPLS 3.0. The results showed that SST's reduction, perceived ease of use of SST, and perceived time pressure significantly influenced users' negative emotions toward the SST. However, perceived physical condition and perceived crowding did not have significant influences on users' emotions. In empirically investigating individuals' negative emotions toward and coping strategies for challenges posed by SST, this study emphasizes the development of a nationwide digital inclusion policy that can help bridge the digital divide.
虽然新冠疫情加速了数字转型，但不断增加的劳动力成本和每周52小时工作制规定正促使自助服务技术（SST）取代人力。自助服务技术在餐饮场所的应用越来越广泛。然而，数字素养相对较低的老年人却被排除在能够缓解其日常生活经济和社会困难的服务之外。因此，本研究旨在解释老年用户对快餐店自助服务技术的感受及反应。我们对有使用自助服务技术经验的个人进行了非现场调查。我们使用SmartPLS 3.0的偏最小二乘结构方程建模方法对数据进行了分析。结果表明，自助服务技术的减少、对自助服务技术的感知易用性以及感知时间压力显著影响了用户对自助服务技术的负面情绪。然而，感知身体状况和感知拥挤程度对用户情绪没有显著影响。在实证研究个人对自助服务技术带来的挑战的负面情绪及应对策略时，本研究强调制定一项有助于弥合数字鸿沟的全国性数字包容政策。
