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Value co-creation and data-driven orientation: reflections on restaurant management practices during COVID-19 in Italy
Transforming Government: People, Process and Policy
Article publication date: 29 March 2022
Issue publication date: 6 April 2022
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.
Keywords
Citation
Polese, F.,Botti, A. andMonda, A. (2022), "Value co-creation and data-driven orientation: reflections on restaurant management practices during COVID-19 in Italy",Transforming Government: People, Process and Policy, Vol. 16 No. 2, pp. 172-184.https://doi.org/10.1108/TG-07-2021-0119
Publisher
:Emerald Publishing Limited
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