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Value co-creation and data-driven orientation: reflections on restaurant management practices during COVID-19 in Italy

Value co-creation and data-driven orientation: reflections on restaurant management practices... Covid-19 pandemic impacted the tourism industry worldwide. Especially in catering, where restaurateurs have had to reinvent their business models, information and communication technologies (ICTs) play a fundamental role in supporting these changes, transforming barriers into opportunities. The purpose of this study is to investigate how restaurateurs’ perception of ICTs has changed before and during Covid-19 and to detect whether ICTs can be considered a tool to foster antifragility, resilience and value co-creation as ideal outcomes.Design/methodology/approachThis study presents a longitudinal study on the use of ICT platforms by Italian restaurant managers. The case study analyzed is TheFork. Data collection took place in two different rounds: before Covid-19 (year 2017) and during Covid-19 (year 2020).FindingsThe findings of this study reveal how new rules imposed by the Government changed restaurant managers’ attitudes towards technology. In 2017, restaurateurs showed reticence towards technology, not used in a strategic way; today, everyone uses ICT to improve business.Originality/valueThe study shows that ICT platforms enable antifragility, resilience and value co-creation, creating a service ecosystem supporting restaurant management. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Transforming Government: People, Process and Policy Emerald Publishing

Value co-creation and data-driven orientation: reflections on restaurant management practices during COVID-19 in Italy

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1750-6166
eISSN
1750-6166
DOI
10.1108/tg-07-2021-0119
Publisher site
See Article on Publisher Site

Abstract

Covid-19 pandemic impacted the tourism industry worldwide. Especially in catering, where restaurateurs have had to reinvent their business models, information and communication technologies (ICTs) play a fundamental role in supporting these changes, transforming barriers into opportunities. The purpose of this study is to investigate how restaurateurs’ perception of ICTs has changed before and during Covid-19 and to detect whether ICTs can be considered a tool to foster antifragility, resilience and value co-creation as ideal outcomes.Design/methodology/approachThis study presents a longitudinal study on the use of ICT platforms by Italian restaurant managers. The case study analyzed is TheFork. Data collection took place in two different rounds: before Covid-19 (year 2017) and during Covid-19 (year 2020).FindingsThe findings of this study reveal how new rules imposed by the Government changed restaurant managers’ attitudes towards technology. In 2017, restaurateurs showed reticence towards technology, not used in a strategic way; today, everyone uses ICT to improve business.Originality/valueThe study shows that ICT platforms enable antifragility, resilience and value co-creation, creating a service ecosystem supporting restaurant management.

Journal

Transforming Government: People, Process and PolicyEmerald Publishing

Published: Apr 6, 2022

Keywords: Value co-creation; Service ecosystem; Restaurant management; Covid-19; Co-learning; Data-driven decision-making

References