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

T. Vo-Thanh, M. Zaman, R. Hasan, S. Akter and T. Dang-Van
Additional contact information
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 = EM Normandie Business School
R. Hasan: Maynooth University - National University of Ireland Maynooth
S. Akter: University of Wollongong [Australia]
T. Dang-Van: Xiamen University

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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.

Keywords: Cost-benefit perceptions; Customers; Fine-dining restaurants; Restaurant managers; Service digitalization (search for similar items in EconPapers)
Date: 2022-03-22
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Citations: View citations in EconPapers (1)

Published in International Journal of Contemporary Hospitality Management, 2022, 34 (9), pp.3502-3524. ⟨10.1108/IJCHM-09-2021-1130⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04452855

DOI: 10.1108/IJCHM-09-2021-1130

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