Abstract
The restaurant industry has long been comparatively reluctant to invest in technologies for digital customer integration. This phenomenon especially applies to full-service restaurants. The latter range from casual to fine dining and accounted for 59 percent of the global consumer spending on eating out in 2016. At the same time, all other outlet categories in the food and beverage (F&B) market show stronger actual and expected growth rates. In this highly contested market setting, technology can contribute to building a sustainable competitive advantage for restaurants.
A version of Study B with a focus on FLEs has been published in the International Journal of Hospitality Management: Christ-Brendemühl, S. (2022). “Bridging the gap: An interview study on frontline employee responses to restaurant technology”, International Journal of Hospitality Management, Vol. 102, No. 3, 103,183.
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Christ-Brendemühl, S. (2022). Study B: A 360-Degree View of Technology Deployment. In: Digital Technology in Service Encounters. Innovation, Entrepreneurship und Digitalisierung. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-37885-1_5
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DOI: https://doi.org/10.1007/978-3-658-37885-1_5
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