The Mediating Role Of Perceived Usefulness In Investigating The Impact Of Catalysts On The Adoption Of Self Service Technologies (Ssts) By Elderly Patrons In Restaurants: A Conceptual Paper

Abstract

Purpose: This conceptual paper examines the mediating role of perceived usefulness in understanding how catalysts namely convenience, cost saving, time efficiency, and health and safety concerns influence the adoption of Self-Service Technologies (SSTs) among elderly patrons in restaurants. The study addresses the gap in hospitality literature regarding elderly consumers’ technology adoption, focusing on their unique motivations and constraints in an increasingly digital dining environment.

Design/methodology/approach: Drawing on the Technology Acceptance Model (TAM) and related extensions, this study develops a conceptual framework that positions perceived usefulness as the mediating variable between catalysts and SST adoption intentions. A systematic review of literature in hospitality, tourism, gerontechnology, and technology adoption informs the hypotheses development. The framework highlights how elderly patrons evaluate convenience, cost saving, time efficiency, and health and safety concerns in shaping perceptions of usefulness, which subsequently determine their adoption of SSTs.

Findings: The proposed framework suggests that perceived usefulness is central to explaining elderly patrons’ willingness to adopt SSTs in restaurant contexts. Specifically, the four catalysts - convenience, cost saving, time efficiency, and health and safety concerns are theorized to have positive impacts on perceived usefulness, which in turn significantly drives adoption intentions.

Originality/value: This paper contributes to hospitality technology adoption research by focusing on elderly patrons, an underexplored yet rapidly growing market segment. It extends the TAM framework by integrating practical and health-related catalysts that reflect elderly consumers’ priorities. The study offers theoretical insights into the mediating role of perceived usefulness, while also highlighting practical strategies for designing inclusive, elderly-friendly digital service ecosystems in restaurants.

Practical implications: The conceptual framework provides actionable strategies for restaurant operators seeking to improve SST adoption among elderly patrons. By ensuring that SSTs deliver clear convenience, measurable cost savings, time efficiency, and enhanced health and safety, managers can strengthen perceived usefulness and thereby encourage adoption. These insights support the creation of safer, more efficient, and more inclusive hospitality environments for elderly consumers.