ABSTRACT

Dining is an essential part of daily life, and the business of any restaurant is to satisfy its customers by co-creating positive dining experiences on every occasion and at every stage in the process. This paper proposed an interconnected and interoperable smart service network to co-create interactive post-pandemic dining experiences that are beneficial to both the customers and restaurant operators by broadcasting personalised location-based promotional messages aggregated from external contextual information collected via sensors attuned to customer dining habits; shape expectations via ambient, sensory information, and images; interact with customers and assist their dining choices by artificial intelligence recommendation systems; and can cook and deliver meals by automated robotic technologies. The theoretical contribution of this paper focuses on developing a smart dining experience framework which optimises the interaction among smart technology, service staff, restaurant managers, customers, and their collective experience. Restaurant managers’ awareness and integration of smart technologies and smart services can enhance the overall customer dining experiences and post-dining feedback for continuous real-time improvement.

摘要

餐饮是日常生活的重要组成部分，任何餐厅的业务都是通过在每个场合和过程的每个阶段共同创造积极的用餐体验来满足客户的需求。本文提出了一个互连且可互操作的智能服务网络，通过广播个性化的基于位置的促销信息，从通过与顾客就餐相协调的传感器收集的外部上下文信息中聚合，共同创造对顾客和餐厅经营者都有利的交互式疫情后用餐体验习惯; 通过环境、感官信息和图像塑造期望；通过人工智能推荐系统与顾客互动并协助他们选择用餐；并且可以通过自动化机器人技术做饭和送餐。本文的理论贡献集中在开发一个智能餐饮体验框架，优化智能技术、服务人员、餐厅经理、顾客及其集体体验之间的互动。餐厅经理对智能技术和智能服务的认识和整合可以提升整体客户用餐体验和餐后反馈，从而持续实时改进。