For years, customization has been all the rage at restaurants.
Fast-casual concepts followed the so-called “Chipotle model” — although the first major chain to do it was Subway — of assembling food right in front of customers.
But that model could be on the way out.
Sales are down in the fast-casual segment as customers appear to shift to quick-service restaurants that are cheaper and faster. And operators have found that when guests custo