The Effects of Digital-Internet Technology on Restaurant Service Experience Among the Ageing in Southern Africa

Tawanda Makuyana, Emmanuel Ndhlovu and Kaitano Dube ()
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Tawanda Makuyana: Vaal University of Technology
Emmanuel Ndhlovu: Vaal University of Technology
Kaitano Dube: Vaal University of Technology

Chapter Chapter 10 in Tourism and Hospitality for Sustainable Development, 2024, pp 189-200 from Springer

Abstract: Abstract Technology enhances service experiences among various demographic groups whose attitudes, reactions, and behavioural outcomes differ; while some embrace it, others avoid using it while resorting to manual service engagements. This chapter explores the causes behind technology acceptance and rejection by different vulnerable population categories using a systematic review. The chapter shows that while digital tools are readily accepted by tourism customers in the Global North, in the Global South, these tools remain underutilised. The chapter recommends pathways that incorporate insights unveiled for restaurant managers to design their service processes and interface, including pre-purchase, purchasing, co-production, post-purchase, and co-consumption, to include ageing patrons. In addition, restaurant service encounters vary among the ageing population. Generally, urban-based baby boomers are more inclined to digital-Internet technology than their rural-based counterparts. It implies that managers and investors should consider the location of their restaurants as one of the determinants of the level of digitalising the service interface for their outlets. The chapter further reveals that the research community should streamline the types of restaurants and the demography of its targeted patrons within the co-creation of value.

Keywords: Digitalisation; Ageing population; Restaurant service; Southern Africa; Technology acceptance (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-63077-4_10

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DOI: 10.1007/978-3-031-63077-4_10

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