Information and Communication Technology as a Differentiation Tool in Restaurants

Abstract

Hospitality companies implement various communication and information technologies to improve efficiency and customer service, among other aspects. However, the literature has paid little attention to investment in technology by restaurants. Therefore, this article aims at testing the use of technology as a differentiation instrument by restaurants. As a result of this analysis for a sample of 150 restaurant owners or managers, these findings allow the identification of the specific technology solutions that make the difference across restaurants and, thus, to infer the information and communication technologies that should be prioritized by restaurant owners/managers depending on their restaurant profile.