Technological Disruptions in Restaurant Services: Impact of Innovations and Delivery Services

This qualitative exploratory study assesses the technological disruptions in restaurant services caused by innovations in food delivery. A systematic review of the restaurant classification for the past two decades showed that the use of the term restaurant delivery service increased significantly since 2014 and is now used as often as fast food service. An improved typology of services as affected by technology is presented. A hypothetical model was developed to show the hierarchical progression of restaurant services as affected by technological innovations. Technological disruptions were categorized at different stages. The theory of disruptive innovation was assessed, and a hypothesis is presented to relate the impact on delivery services. Major disruptions identified are in the restaurant terminology/classification, widening of the distance between the service provider and customer contact points, and the potential collateral disruption to the service quality. Opportunities and challenges related to disruptions are identified.