O Impacto das Food Delivery Applications na Indústria da Restauração: A Perceção de Gestores de Restaurantes na Zona Metropolitana do Porto
Autor(a) principal: | |
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Data de Publicação: | 2021 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | https://hdl.handle.net/10216/134684 |
Resumo: | This dissertation investigates the use of FDAs (Food Delivery Applications) by restaurants. It aims to understand and classify the significant perceived impacts of this technological innovation on the ecosystem, customer relationship and value proposition of restaurants from the perspective of restaurant managers. Recently an expressive number of studies have investigated the motivation for the use of FDAs by users. However, little has been discussed about the impact of these platforms on the restaurant's ecosystem. This study is based on a qualitative research to achieve the proposed objectives, using semi-structured interviews (case study) with entrepreneurs and restaurant managers. This research suggests that FDAs represent a new channel for restaurants that can be considered a facilitator to leverage sales, even assuming a survival role during the pandemic. However, there is a perceived trade-off: the practices, policies and strategies implemented by these platforms result in (1) a loss of independence in terms of sales control by restaurant management; (2) changes in customer behaviour and expectations; (3) in making it more challenging to manage and build customer loyalty; and (4) negatively affect the value proposition of restaurants. This study suggests that managers and restaurant owners should be aware of the implications of these platforms in their business. Ideally, we recommend that they seek differentiation through a unique value proposition, avoiding exclusive dependence on this channel and working on strategies to improve customer relationship and loyalty. |
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O Impacto das Food Delivery Applications na Indústria da Restauração: A Perceção de Gestores de Restaurantes na Zona Metropolitana do PortoOutras ciências da engenharia e tecnologiasOther engineering and technologiesThis dissertation investigates the use of FDAs (Food Delivery Applications) by restaurants. It aims to understand and classify the significant perceived impacts of this technological innovation on the ecosystem, customer relationship and value proposition of restaurants from the perspective of restaurant managers. Recently an expressive number of studies have investigated the motivation for the use of FDAs by users. However, little has been discussed about the impact of these platforms on the restaurant's ecosystem. This study is based on a qualitative research to achieve the proposed objectives, using semi-structured interviews (case study) with entrepreneurs and restaurant managers. This research suggests that FDAs represent a new channel for restaurants that can be considered a facilitator to leverage sales, even assuming a survival role during the pandemic. However, there is a perceived trade-off: the practices, policies and strategies implemented by these platforms result in (1) a loss of independence in terms of sales control by restaurant management; (2) changes in customer behaviour and expectations; (3) in making it more challenging to manage and build customer loyalty; and (4) negatively affect the value proposition of restaurants. This study suggests that managers and restaurant owners should be aware of the implications of these platforms in their business. Ideally, we recommend that they seek differentiation through a unique value proposition, avoiding exclusive dependence on this channel and working on strategies to improve customer relationship and loyalty.2021-07-062021-07-06T00:00:00Z2024-07-05T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttps://hdl.handle.net/10216/134684TID:202821765porJorge José Cavalheiro Boabaidinfo:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-29T15:22:45Zoai:repositorio-aberto.up.pt:10216/134684Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T00:22:09.042148Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
O Impacto das Food Delivery Applications na Indústria da Restauração: A Perceção de Gestores de Restaurantes na Zona Metropolitana do Porto |
title |
O Impacto das Food Delivery Applications na Indústria da Restauração: A Perceção de Gestores de Restaurantes na Zona Metropolitana do Porto |
spellingShingle |
O Impacto das Food Delivery Applications na Indústria da Restauração: A Perceção de Gestores de Restaurantes na Zona Metropolitana do Porto Jorge José Cavalheiro Boabaid Outras ciências da engenharia e tecnologias Other engineering and technologies |
title_short |
O Impacto das Food Delivery Applications na Indústria da Restauração: A Perceção de Gestores de Restaurantes na Zona Metropolitana do Porto |
title_full |
O Impacto das Food Delivery Applications na Indústria da Restauração: A Perceção de Gestores de Restaurantes na Zona Metropolitana do Porto |
title_fullStr |
O Impacto das Food Delivery Applications na Indústria da Restauração: A Perceção de Gestores de Restaurantes na Zona Metropolitana do Porto |
title_full_unstemmed |
O Impacto das Food Delivery Applications na Indústria da Restauração: A Perceção de Gestores de Restaurantes na Zona Metropolitana do Porto |
title_sort |
O Impacto das Food Delivery Applications na Indústria da Restauração: A Perceção de Gestores de Restaurantes na Zona Metropolitana do Porto |
author |
Jorge José Cavalheiro Boabaid |
author_facet |
Jorge José Cavalheiro Boabaid |
author_role |
author |
dc.contributor.author.fl_str_mv |
Jorge José Cavalheiro Boabaid |
dc.subject.por.fl_str_mv |
Outras ciências da engenharia e tecnologias Other engineering and technologies |
topic |
Outras ciências da engenharia e tecnologias Other engineering and technologies |
description |
This dissertation investigates the use of FDAs (Food Delivery Applications) by restaurants. It aims to understand and classify the significant perceived impacts of this technological innovation on the ecosystem, customer relationship and value proposition of restaurants from the perspective of restaurant managers. Recently an expressive number of studies have investigated the motivation for the use of FDAs by users. However, little has been discussed about the impact of these platforms on the restaurant's ecosystem. This study is based on a qualitative research to achieve the proposed objectives, using semi-structured interviews (case study) with entrepreneurs and restaurant managers. This research suggests that FDAs represent a new channel for restaurants that can be considered a facilitator to leverage sales, even assuming a survival role during the pandemic. However, there is a perceived trade-off: the practices, policies and strategies implemented by these platforms result in (1) a loss of independence in terms of sales control by restaurant management; (2) changes in customer behaviour and expectations; (3) in making it more challenging to manage and build customer loyalty; and (4) negatively affect the value proposition of restaurants. This study suggests that managers and restaurant owners should be aware of the implications of these platforms in their business. Ideally, we recommend that they seek differentiation through a unique value proposition, avoiding exclusive dependence on this channel and working on strategies to improve customer relationship and loyalty. |
publishDate |
2021 |
dc.date.none.fl_str_mv |
2021-07-06 2021-07-06T00:00:00Z 2024-07-05T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://hdl.handle.net/10216/134684 TID:202821765 |
url |
https://hdl.handle.net/10216/134684 |
identifier_str_mv |
TID:202821765 |
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por |
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por |
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application/pdf |
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reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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