Digital transformation in restaurants: key aspects of service robot deployment from project initiation to evaluation

This study examines the deployment of service robots designed to support waitstaff in food delivery within Norwegian restaurants, which are national pioneers in adopting this technology. It investigates key aspects of service robot deployment, from project initiation through evaluation, and the approach used to ensure that robot functionality aligns with restaurant workflows and spatial configurations. Using an exploratory-explanatory case study design, the research draws on 22 interviews with 34 participants, complemented by observational fieldwork to strengthen contextual understanding. The findings offer an integrated view of the digital transformation process, identifying important considerations across all project phases. One example is the importance of considering incorporating robot service needs into early facility planning. By addressing potential obstacles such as stairs and doorsteps during the front-end design, restaurants can avoid costly redesigns and ensure optimal robot performance. By examining real-world deployment, the study offers practical insights for project managers, hospitality leaders, and others preparing to integrate service robots into restaurant operations.