The Covid-19 pandemic impacted the tourism industry worldwide. Measures taken by Governments to contain the contagion and limit social relations have had a significant impact also on foodservice. Starting in May 2020, Italian restaurants can only operate by reservation and tracking the identity of customers. ICT plays a fundamental role in supporting these changes, transforming barrier into opportunity and allowing the collection of a large amount of data on consumer behavior. Such data should be managed through a strategic approach to better optimize management. This paper presents a longitudinal study on the use of ICT platforms by Italian restaurant managers. The findings reveal how new rules imposed by Government changed restaurant managers’ attitude towards technology. In 2017 they showed reticence towards technology, not employed in a strategic way; today everyone uses ICT to improve business. The pandemic fostered a technological leap of many foodservice managers. Theoretical and practical implications for researchers and restaurateurs are discussed.
ICT Platforms and the Restaurant Business in Times of Covid-19: The Case of Italy
Botti A.;Monda A.
2021-01-01
Abstract
The Covid-19 pandemic impacted the tourism industry worldwide. Measures taken by Governments to contain the contagion and limit social relations have had a significant impact also on foodservice. Starting in May 2020, Italian restaurants can only operate by reservation and tracking the identity of customers. ICT plays a fundamental role in supporting these changes, transforming barrier into opportunity and allowing the collection of a large amount of data on consumer behavior. Such data should be managed through a strategic approach to better optimize management. This paper presents a longitudinal study on the use of ICT platforms by Italian restaurant managers. The findings reveal how new rules imposed by Government changed restaurant managers’ attitude towards technology. In 2017 they showed reticence towards technology, not employed in a strategic way; today everyone uses ICT to improve business. The pandemic fostered a technological leap of many foodservice managers. Theoretical and practical implications for researchers and restaurateurs are discussed.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
