With the emerging popularity of online food delivery (OFD) services, this research examined predictors affecting customer intention to use OFD services amid the Coronavirus disease (COVID-19) pandemic. Specifically, Study 1 examined the moderating effect of the pandemic on the relationship between six predictors (perceived usefulness, perceived ease of use, price saving benefit, time saving benefit, food safety risk perception, and trust) and OFD usage intention, and Study 2 extended the model by adding customer perceptions of COVID-19 (perceived severity and vulnerability) during the pandemic. Study 1 showed that all of the predictors except food safety risk perception significantly affected OFD usage intention, but no moderation effect of COVID-19 was found. In Study 2, while perceived severity and vulnerability had no significant impact on OFD usage intention, the altered effects of socio-demographic variables during the COVID-19 pandemic were found. Theoretical and managerial implications are provided.

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As various industry adopted self-service kiosk (SSK) technology, the hospitality industry has implemented SSK in service procedure. However, what drives CS with SSKs has not been fully examined because the system is still new in the hotel industry. The purpose of this study was to identify how self-service kiosk (SSK) attributes like ease of use, speed of delivery, and monetary promotion affect customer satisfaction (CS) in hotel setting. The study also explored the association between CS and willingness to use an SSK in the future. The results of this study showed that ease of use and speed of delivery had a positive association with CS, but showed no significant relationship between monetary promotion and CS. In addition, CS was positively associated with the willingness to use SSKs in the future. The study contributes new knowledge about what drives CS with SSKs and, additionally, confirms the determinants needed to achieve successful CS with SSKs in hotel settings.

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