Abstract
The online to offline (O2O) market is rapidly expanding into a shared-economy industry and penetrating every aspect of consumer life. Food delivery applications are representative O2O services and are growing with the usage of smartphones. The purpose of this study is to leverage users’ insights of a food delivery application to help create a more user-focused environment. Topic modeling identified key experiences of application usage and a network analysis highlighted the relationships among these experiences. These analysis prove that technology applied to food services is an incredibly disruptive as it penetrates into our daily lives by providing convenience, speed, and accuracy – the main factors of disruptive technologies. This study implies that time-starved contemporary consumers need such all-in-one platforms with on-demand simplicity, utility, and reliable information which will, ultimately, empower and grow our capabilities without disrupting the rhythm of our daily lives.
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Suk, J., Yang, Y.J., Jeong, Y.J., Xiang, M., Kim, K.O. (2020). Consumer Experience of a Disruptive Technology: An O2O Food Delivery App Case. In: Ahram, T., Karwowski, W., Vergnano, A., Leali, F., Taiar, R. (eds) Intelligent Human Systems Integration 2020. IHSI 2020. Advances in Intelligent Systems and Computing, vol 1131. Springer, Cham. https://doi.org/10.1007/978-3-030-39512-4_178
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DOI: https://doi.org/10.1007/978-3-030-39512-4_178
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