Abstract
ABSTRACT Using survey methodology, this exploratory study compares chain and independent restaurant manager perceptions on their use of point of sale (POS) technology. Specific areas reported include the impact of POS technology systems on customer service transactions, manager work routines, and the impact POS systems have on the overall customer service experience. Managers also self-rated their technology proficiency and how their technological skills have affected their career. Independent and chain manager responses differed significantly in responses to several items most notably perceptions of POS provider support, self-rated technology skill assessment, whether the POS system was the focal point of the restaurant, type of applications used, and adequacy of training.
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