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Food for thought: A study on the digitalization of restaurant interactions
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
2017 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

This study is grounded in the evolving perspective of Service Marketing, Service-Dominant-Logic and ServiceLogic and aims to provide a holistic view of how the digitalization of interactions affects the service provided by the restaurant and in turn the customers’ value creation processes. More exactly, the study examines a digital system for information exchange, order placements and payments in a restaurant on the Swedish market. The study adopts a qualitative approach and data has been collected through the use of unstructured observations and semi-structured interviews. The findings are that the system for digital interactions has both positive and negative effects on valuecreation. It also changes other aspects of the service not directly linked to the system. If this ultimately creates more or less value for the customers is believed to depend on the customers’ individual differences, but if the system is used as a complement to the already existing service rather than as a substitute of the human interaction there are opportunities for a successful implementation. 

Place, publisher, year, edition, pages
2017. , p. 66
Keyword [en]
Service Marketing, Service Logic, Service-dominant-logic, Service Dominant Logic, Restaurant industry, digitalization, interactions, service ecosystems, servicescape, value-creation, value-creation processes
National Category
Business Administration
Identifiers
URN: urn:nbn:se:uu:diva-332264OAI: oai:DiVA.org:uu-332264DiVA, id: diva2:1152667
External cooperation
Pinchos
Subject / course
Business Studies
Educational program
Master Programme in Business and Management
Supervisors
Available from: 2017-11-17 Created: 2017-10-25 Last updated: 2017-11-17Bibliographically approved

Open Access in DiVA

Beling & Flink, 2017(880 kB)67 downloads
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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf