Reviewing the progress of information and communication technology in the restaurant industry

Pilar Moreno · Pilar Tejada González

41 citations0/0 files storedJournal of Hospitality and Tourism Technology

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Technology Adoption and User Behaviour Hospitality and Tourism Education AI in Service Interactions

Abstract

Purpose The purpose of this study is to identify the progress of research of information and communication technologies (ICT) in the restaurant industry. More specifically, this paper reviews the main academic contributions from the area of hospitality and tourism over the past 18 years by addressing the adoption and implementation of ICT in restaurant activities. Design/methodology/approach This study analyses 68 full-length ICT research articles that were published in the period 2000-2018 in 29 journals (with Science Journal Citation Reports or Scimago Journal Rankings impact) and eight subject areas. Findings The review reveals a number of significant findings. It highlights the scarcity of contributions within academic research related to the area of hospitality and tourism focused on addressing the issue of ICT in restaurants. Moreover, and predictably, several dimensions clearly emerge from the consumer and supply perspectives as being the most prominent. On the one hand, the adoption of ICT has changed the behaviour of consumers in at least three dimensions: information search and evaluation of alternatives purchase decision and post-purchase behaviour. On the other hand, ICT has revolutionised the core business areas of restaurants by dramatically transforming the following areas: operational and strategic management, marketing and Web design, customer services, security, food and nutrition and human resources. Originality/value Given the fact that ICT in the restaurant industry remains a largely unexplored subject, this paper can offer a useful tool for researchers who pursue advances in this field, by providing an overview that outlines the main aspects that need further research.

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References

2008Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research 2007Electronic word-of-mouth in hospitality and tourism management 2010The impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews 2014Progress on information and communication technologies in hospitality and tourism 2010Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations 2017Security-related factors in extended UTAUT model for NFC based mobile payment in the restaurant industry 2002The future eTourism intermediaries 2017What You See Is What You Get? Enhancing Methodological Transparency in Management Research

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2023Digital menus innovation diffusion and transformation process of consumer behavior 2022Determinants of Digital Transformation in the Restaurant Industry 2022Mapping the scholarly research on restaurants: a bibliometric analysis 2024Perceived advantages and disadvantages of information communication technology adoption among restaurants in an emerging economy: A diffusion of innovations view

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