Digitalisering av restaurangtjänster till följd av Covid-19-pandemin : Hur restaurangverksamheter påverkas av att införa system för digital beställning och betalning

Sammanfattning: The purpose of the study is to investigate the impact that digitization of service processes can have on restaurants. The restaurant industry has been affected by the Covid-19 pandemic due to restrictions that prohibits large physical gatherings that only allows table service. As a result of this, several restaurants have turned to digital solutions where sitting guests, through their mobile devices, order to the table through a digital menu and pay through their phone. This has led to a digital transformation in the restaurants affecting the whole organization. The impact that these digital-, ordering and payment tools have on restaurant organizations have been examined by studying different types of restaurants that have all integrated the same type of tool for digital ordering and payment. Through a qualitative method with a deductive approach, data has been collected through literature research, semi-structured interviews and observational studies to contribute to the topic being investigated. The study is primarily aimed towards those who may be interested in undergoing a digital transformation in restaurant operations. The purpose of the study is to investigate what impact a digitalisation of service processes has had on restaurants as a result of Covid-19 and what specific factors are important in the restaurant when a digital transformation is to be implemented and why. The study first presents the result from the data collection that is analyzed in a later section incombination with previous theories. The result and the analysis are then discussed followed by a conclusion.The study shows that the implementation of digital service processes has a major impact on workroles, work processes and experience in restaurant services. Attitudes towards the implementation ofdigital service processes are largely influenced by the context in which it is implemented. The studyalso shows that the restaurant business's operations change in such a way that the digital ordering and payment tool has automated certain activities and thereby facilitated for the staff but at the same time, unpredictable events have led to the activities have become more for the staff. The digital ordering has affected the staff's work role and competencies because more time is being spent on explaining the technical use of the digital ordering tool instead of the menu and assortment. The survey also shows that a digital transformation is primarily applicable to restaurants that offer simpler food and drink and where there is large value in getting one's order fast.