Casual dining chains are very scared of change. Deciding to feature a different sandwich in the most prominent sections of their menus is what they consider a huge decision. All execs believe that their customer service experience is much better than in reality. So, they compare their "ideal selves" to the experience of using a tablet and cringe in horror. Also, most folks managing in the restaurant industry came up through the ranks, so they've all self-selected into an extroverted, interaction-intensive occupation. Their views don't mirror those of Americans as a whole.