Guests’ Reactions to Tabletop Technology in Full-Service Restaurants

The hospitality industry is gradually installing various types of technology to deliver or augment service processes, and such technology has in many cases altered the nature of the guest-employee service interaction. One model that is useful for examining the effects of technology on service is the Customer-Server Exchange (CSE), which is rooted in the Service-Profit Chain. The CSE details the interrelationship between service providers’ reactions to organizational standards for service delivery and how these standards are related to staff perceptions of coworkers’ and managers’ support. With those models as the base, this paper considers two effects of the addition of