Vo-Thanh, Tan and Zaman, Mustafeed and Hasan, Rajibul and Akter, Shahriar and Dang-Van, Thac (2022) The service digitalization in fine-dining restaurants: a cost-benefit perspective. International Journal of Contemporary Hospitality Management, 34 (9). pp. 3502-3524. ISSN 0959-6119

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Abstract

Purpose 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. Design/methodology/approach 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.” Findings 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. Practical implications This research provides restaurants with actionable recommendations in terms of service digitalization to enhance customers’ fine-dining experiences. Originality/value This research fills a gap by proposing a conceptual framework to examine the digitalization of services in fine-dining restaurants.

Item Type:	Article
Keywords:	Service digitalization; Fine-dining restaurants; Cost–benefit perceptions; Restaurant managers; Customers;
Academic Unit:	Faculty of Social Sciences > School of Business
Item ID:	18472
Identification Number:	https://doi.org/10.1108/IJCHM-09-2021-1130
Depositing User:	Rajibul Hasan
Date Deposited:	04 May 2024 12:07
Journal or Publication Title:	International Journal of Contemporary Hospitality Management
Publisher:	Emerald
Refereed:	Yes
URI:	Publisher
Use Licence:	This item is available under a Creative Commons Attribution Non Commercial Share Alike Licence (CC BY-NC-SA). Details of this licence are available here

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