Value co-creation and data-driven orientation: reflections on restaurant management practices during COVID-19 in Italy

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.