Restaurant Customers Want Self-Service, but Only If It’s Fun

In a  interview with PYMNTS, GoTab CEO Tim McLaughlin said he expects self-service technology to continue to grow in the restaurant industry, taking over the parts of the dining process that have typically relied on the labor of servers without adding much to consumers’ experience.

“I think self-service will eliminate all of the un-fun parts of the [restaurant] experience,” he said. “So, checking in, … reordering. Ordering the first time is oftentimes fun. Reordering is not terribly fun. … Each of these different modes of interaction has its strengths and weaknesses, and I would say overall, anything that is transactional and not experiential will be moved to self-service.”

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