Improving online food ordering and delivery service quality by managing customer expectations: evidence from Italy
نویسندگان
چکیده
Purpose Since the outbreak of Covid-19 pandemic, many restaurants and catering businesses have introduced or improved online food ordering delivery services (OFODSs). This study aims to identify service quality expectations about OFODSs, examine their content suggest management strategies meet these expectations. Design/methodology/approach Adopting a qualitative method, four focus groups were conducted amongst Italian users OFODSs. Findings The results reveal three dimensions expectations, each comprising two categories that can be set along continuum: (1) basicness (ranging from implicit explicit), (2) accuracy fuzzy precise) (3) attainability realistic unrealistic). Content may refer technical, social, economic, legal technological aspects. To customer following are suggested: reassurance, flexibility, continuous improvement, education, adaptation customers' requirements monitoring exceptions. Practical implications provides specific activities in which could invest enact emerged analysis. Originality/value paper proposes new classification framework for improving OFODS by managing
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ژورنال
عنوان ژورنال: British Food Journal
سال: 2023
ISSN: ['0007-070X', '1758-4108']
DOI: https://doi.org/10.1108/bfj-08-2022-0694