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The Service Digitalization in Fine-Dining Restaurants: A Cost-Benefit Perspective

Author

Listed:
  • T. Vo-Thanh

    (CEREGE [Poitiers] - Centre de recherche en gestion - UP - Université de Poitiers = University of Poitiers)

  • M. Zaman

    (Métis Lab EM Normandie - EM Normandie - École de Management de Normandie)

  • R. Hasan

    (Maynooth University - National University of Ireland Maynooth)

  • S. Akter

    (University of Wollongong [Australia])

  • T. Dang-Van

    (Xiamen University)

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. © 2022, Emerald Publishing Limited.

Suggested Citation

  • T. Vo-Thanh & M. Zaman & R. Hasan & S. Akter & T. Dang-Van, 2022. "The Service Digitalization in Fine-Dining Restaurants: A Cost-Benefit Perspective," Post-Print hal-04452855, HAL.
    • Handle: RePEc:hal:journl:hal-04452855
    DOI: 10.1108/IJCHM-09-2021-1130
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    Cited by:

    1. Magno, Francesca & Cassia, Fabio, 2024. "Predicting restaurants’ surplus food platform continuance: Insights from the combined use of PLS-SEM and NCA and predictive model comparisons," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).

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