The shift to fast-good service experience through digitalization: lessons from KFC

Gautam Jha, Jatin Chandwani and Mohamed Zaki

Chapter 11 in Handbook of Service Experience, 2025, pp 148-161 from Edward Elgar Publishing

Abstract: Adoption of digital technologies by consumers has witnessed a significant increase. For instance, digital payments are forecasted to grow from $500 million in 2020 to $1.6 billon+ globally, as early as 2024. Not surprisingly, organizations are shifting towards digitalization of service in step with their customers. In this chapter, combining the theoretical notions of digitalization in service with nuances of digitalization in practice, we outline how organizations can infuse digital capabilities to improve service experience. We present a case study of KFC in the UK, a leading fast food service that has experienced a significant increase in digital ordering from customers. By examining KFC’s shift towards digitalization, we highlight the essential pillars that firms need to build and the critical role that technology plays in delivering service experience in the modern digital age.

Keywords: Business and Management; Economics and Finance; Geography (search for similar items in EconPapers)
Date: 2025
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