Why do elderly people feel negative about the use of self-service technology and how do they cope with the negative emotions?

While Covid-19 has accelerated the digital transformation, increasing labour costs and 52-hour workweek rules are replacing human labor with self-service technologies (SSTs). Self-service technology is increasingly implemented and is expected to become a usual phenomenon in restaurant settings. However, the elderly who have relatively lower levels of digital literacy are being excluded from the services which can alleviate the economic and social difficulties of their daily lives. This study thus aims to explain how elderly users feel about and react to the self-service technology in fast-food restaurants. We conducted an off-site survey with individuals who have experience in using self-service technology, and we analyzed the model using the PLS-SEM method by SmartPLS 3.0. The results showed that reduction, perceived ease of use of SST, and perceived time pressure were crucial predictors of viewers' emotions toward the self-service technology. Perceived physical condition and perceived crowding, however, did not have significant effects on users' emotional responses. This study empirically investigates individuals' negative feelings toward and coping strategies for the difficulties of the SST. It highlights the necessity of collaboration among government, industry, and academia for the development of a nationwide digital inclusion policy that can address the digital divide.