This case study describes a common foodservice business dilemma related to service inefficiency. Service inefficiency is typically multi-factorial, and operators need to reflect on several internal and external aspects to make needed changes. Therefore, this case aims to provide an analysis that includes aspects of various stakeholders, technology-involved business operation decisions, and service innovation solutions to diminish the negative effect of service inefficiency at a university-based coffee shop. The case describes possible solutions that connect the current trend of the ghost kitchen phenomenon with the technological evolvement of autonomous food delivery robots.
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Zhu et al. (2024) studied this question.
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