Implications of Digitalisation on Value Co-creation in Restaurant Service Encounters Among Disabled People in Sub-Saharan 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 13 in Tourism and Hospitality for Sustainable Development, 2024, pp 235-250 from Springer

Abstract: Abstract In the restaurant business, digitalisation enhances and reinvents capacities and interfaces between restaurants and patrons. Digitalisation enables effective customer engagement and self-representation that enhances value co-creation. However, the impacts of digitalisation on value co-creation in restaurant service encounters among disabled people in Sub-Saharan Africa are still unclear. A scoping review that embeds the theory of value co-creation principles guides the discourse to unpack perspectives within extant literature. The chapter establishes a research agenda for the research community to explore. At the same time, the chapter unpacks insights for managers to review their management and operational practices and policies from an accessible tourism and hospitality lens. Such can leverage digitalisation that nurtures positive service encounters that, in turn, enable repeat business from both disabled people (access-need markets) and their support structures. Therefore, the chapter concludes that digitalisation has mixed value co-creation in restaurant service encounters among various disabled people in Sub-Saharan Africa due to the diversity of impairments and their digital support/needs during service encounters, attitudes, and levels of digital inclusion. It implies that digitalisation does not uphold disability inclusion unless it embeds a universal design with the context of the type of restaurants and their access-need target market segments.

Keywords: Digitalisation; Co-creation of value; Restaurant; Disabled people; Patrons; Service Encounter (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1007/978-3-031-63077-4_13

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