The impact of disruptive technology on employee outcomes and labor markets in quick-service restaurants (QSRs) in the City of Manila: A basis for enhanced job design and training

ABSTRACT: The food service industry, particularly the sector of Quick-Service Restaurants (QSRs) has undergone tremendous changes and transformation in times of digitization, including the integration of self-service kiosks (SSKs), online ordering and delivery applications, and contactless payments in the workplace. These technological solutions, however, could potentially affect the overall work dynamics of workforces by reshaping their job roles. For this reason, the main objective of this quantitative study is to investigates the impact of disruptive technologies on employee outcomes, specifically focusing on work methods, satisfaction, and engagement, and the labor market including displacement, reinstatement, and productivity effects, within the six (6) legislative districts of Manila City. Utilizing a mixed-method approach, the researchers administered a physical and online survey to 136 participants who were working in a stand-alone QSR that are utilizing disruptive technologies on their daily operations using Google Forms, which was analyzed using the Pearson Correlation statistical tool. The analysis reveals that there is a moderate correlation between the level of adaptation to disruptive technologies towards the satisfaction, engagement, displacement effect, reinstatement effect, and productivity of employees within the QSRs. Specifically, the QSR employees has a positive view on the integration of automated systems in the workplace, enabling to eliminate repetitive job roles, such as the cashier jobs Specifically, the QSR employees has a positive view on the integration of automated systems in the workplace, enabling to eliminate repetitive job roles, such as the cashier jobs, thereby enabling them to specialize in a higher productivity and improve the quality of service that the employees deliver to customers, enabling them to specialize in a higher productivity and rewarding activities. Consequently, among these variables, the work methods have a strong correlation with the level of adaptation to disruptive technologies. This finding signifies that with the integration of automated systems in the workplace. The significantly alters the ways of how the traditional and manual work is being done. Therefore, QSR crews are opted to spend their time less and productivity to repetitive and standardized job roles. As such this requires them to become more efficient and productive to perform other and more challenging job role. Considering this, the findings of this study suggest that businesses that integrate technological solutions in the QSR establishment is recommended to revise the responsibilities and job description of employees working in the QSR sector. Subsequently, workforces should also continuously engage in training and development programs to broaden their awareness and understanding of the potential impact of changes in adopting technological advancements. This, in turn, guarantees that the laborers who are affected by this transformation have skills sets that align with the modernize needs of the sector, therefore remaining essential in the evolving industry.

Filipiniana