Value co-creation and data-driven orientation: reflections on restaurant management practices during COVID-19 in Italy. Issue 2 (29th March 2022)

• Record Type: Journal Article
• Authors: Polese, Francesco; Botti, Antonio; Monda, Antonella
• Is Part Of: Transforming government. Volume 16:Issue 2(2022)
• Page Start: 172
• Page End: 184
• Publication Date: 2022-03-29
• Subjects: Value co-creation -- Service ecosystem -- Restaurant management -- Covid-19 -- Co-learning -- Data-driven decision-making; Internet in public administration -- Periodicals; Electronic government information -- Periodicals; 351.028546
• DOI: 10.1108/TG-07-2021-0119
• Languages: English
• ISSNs: 1750-6166

Abstract

Abstract : Purpose: Covid-19 pandemic impacted the tourism industry worldwide. Especially in catering, where restaurateurs have had to reinvent their business models, information and communication technologies (ICTs) play a fundamental role in supporting these changes, transforming barriers into opportunities. The purpose of this study is to investigate how restaurateurs' perception of ICTs has changed before and during Covid-19 and to detect whether ICTs can be considered a tool to foster antifragility, resilience and value co-creation as ideal outcomes. Design/methodology/approach: This study presents a longitudinal study on the use of ICT platforms by Italian restaurant managers. The case study analyzed is TheFork. Data collection took place in two different rounds: before Covid-19 (year 2017) and during Covid-19 (year 2020). Findings: The findings of this study reveal how new rules imposed by the Government changed restaurant managers' attitudes towards technology. In 2017, restaurateurs showed reticence towards technology, not used in a strategic way; today, everyone uses ICT to improve business. Originality/value: The study shows that ICT platforms enable antifragility, resilience and value co-creation, creating a service ecosystem supporting restaurant management.