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E-menus – Managing Choice Options in Hospital Foodservice.

Hartwell, H., Johns, N. and Edwards, J. S. A., 2016. E-menus – Managing Choice Options in Hospital Foodservice. International Journal of Hospitality Management, 53 (February), 12-16.

Full text available as:

E-Menus%20working%20document%20Nov%202015%20final.docx-1.pdf - Accepted Version


DOI: 10.1016/j.ijhm.2015.11.007


This study examined an initiative in which e-menus and touch screen technology were piloted in a large UK hospital, with the aim of improving food service and satisfaction. Current practice often means that patients may receive the wrong meals, resulting in dissatisfaction and plate waste. An alternative approach is for patients to use electronic menus (e-menus) to make their order, using touch screen technology on the TVs, which in many hospitals are provided at every bedside. A pre-test, post-test questionnaire, which elicited scaled responses and written comments (n=90) was administered to a comparable group of patients. Results from both types of data suggested that most patients used e-menus effectively, although for older patients, it was more challenging. However the biggest difference in the effectiveness of the new technology was between the wards, which also showed substantial differences in service standards. It is concluded that e-menus are an effective way of imparting information about the food, and that they tend to produce greater satisfaction in recipients. However, the results suggest that more training of foodservice staff will be required in order to make the most of initiatives of this kind.

Item Type:Article
Uncontrolled Keywords:Food service; E-menus; Consumer behaviour; Menu information
Group:Bournemouth University Business School
ID Code:22912
Deposited By: Symplectic RT2
Deposited On:23 Nov 2015 09:45
Last Modified:14 Mar 2022 13:54


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