Erschienen in:
International Journal of Contemporary Hospitality Management, 34 (2022) 9, Seite 3502-3524
Sprache:
Englisch
DOI:
10.1108/ijchm-09-2021-1130
ISSN:
0959-6119
Entstehung:
Anmerkungen:
Beschreibung:
<jats:sec>
<jats:title content-type="abstract-subheading">Purpose</jats:title>
<jats:p>This study aims to examine the perceived value of service digitalization in fine-dining restaurants in France. No study exists on this topic, and its aim is to address this research gap. To do so, a conceptual framework of the perceived benefits and costs of the service digitalization was developed. This study also provides actionable recommendations for fine-dining restaurant managers to create and manage an optimized fine-dining experience for their customers.</jats:p>
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<jats:sec>
<jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title>
<jats:p>To obtain in-depth information, the authors opted for a qualitative research approach. The authors interviewed 24 fine-dining restaurant managers (listed in the Michelin Guide) and 29 customers of fine-dining restaurants using a video titled “The Restaurant of the Future.”</jats:p>
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<jats:sec>
<jats:title content-type="abstract-subheading">Findings</jats:title>
<jats:p>The findings underline the perceived benefits and costs of service digitalization for both restaurant managers and their customers. This study highlights that fine-dining restaurants are highly experience-centric compared to other types of restaurants and recommends which services should be digitalized and which should not be to create and manage experiences throughout the customer journey.</jats:p>
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<jats:sec>
<jats:title content-type="abstract-subheading">Practical implications</jats:title>
<jats:p>This research provides restaurants with actionable recommendations in terms of service digitalization to enhance customers’ fine-dining experiences.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Originality/value</jats:title>
<jats:p>This research fills a gap by proposing a conceptual framework to examine the digitalization of services in fine-dining restaurants.</jats:p>
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