THE USE OF THE INFORMATION TECHNOLOGY IN THE CHAIN AND INDEPENDENT RESTAURANTS

PANKAJ KHAJURIA

UNIVERSITY OF GLOUCESTERSHIRE

Cheltenham, United Kingdom



2010

Table of Contents

CHAPTER 1: INTRODUCTION1

1.1: Background of the study1

1.2: Statement of the problem2

1.3: Aim of the Study:4

1.4: Objectives of the Study5

1.5: Traditional model5

CHAPTER 2: LITERATURE REVIEW8

2.1: Technological related trends in the restaurant industry8

1) Reduction of cost8

2)Administration of Employees8

3)Administration of Revenue8

2.2: Customer feed-back mechanism:8

3.3: Administration of repeat business:9

2.4: Service and marketing Administration:9

2.5: Administration of Information and Restaurant operations10

2.6: Management of HR:11

2.7: Back of the house administration11

2.8: Basic assumptions about the future12

2.9: Custom retailers' of time12

2.10: Retailers of experience13

2.11: IT and the delight of the customer14

2.12: The restaurant brand as value creator15

Key brand components:16

Knowledge-based leader18

The restaurant manager's lament19

Right versus wrong IT investment:22

The role of IT in restaurant business22

The function of IT in the restaurant experience22

Online reservations23

Building on “the human moment”23

IT in the restaurant industry24

Link between IT investment and hotel productivity and performance25

Current Developments in IT and Restaurants26

The Role of Technology in the Dining Experience26

Prearrival phase27

Preordering27

Reservations28

Other reservations systems29

Summary:30

CHAPTER 3: METHODOLOGY32

3.1: Rationale of the of Case study Method Usage32

Step 1. Determine and Define the Research Questions:33

Step 2. Select the Cases and Determine Data collection and Analysis Techniques34

Step 3. Prepare to Collect the Data35

Step 4. Collect Data in the Field35

Step 5. Evaluate and examine the Data35

Step 6. Prepare the report36

3.2: Sampling Method and Data Collection Tool36

Data Collection Tool36

Sampling37

Details of the Samples38

Firm 1:38

Firm 2:39

Firm 3:40

CHAPTER 04: FINDINGS43

4.1: Evaluation of the Case Studies43

Proposition43

Utilization of IT44

CHAPTER 5: CONCLUSION47

5.1: implication and recommendation48

References50

APPENDICES65

CHAPTER 1: INTRODUCTION

1.1: Background of the study

The research is entitled “Use of Information Technology in Chain and Independent Restaurants.” The main purpose of the research is to investigate and evaluate the existing use of IT in restaurants. The managers of the restaurants need to evaluate the pros and cons of implementation of IT. They also have to recognize the effects of technology on their firms. This case study involves three London Area restaurants. A case study was carried out to examine the strategy of implementation of new technology by the restaurants.

This proposed study contains all together six chapters.

The first chapter deals with the introduction part that consists of general background, and introduction of the traditional model.

Chapter two presents the Literature review, which helps to understand more about the Technology - related trends in the restaurant industry. Chapter three introduces the methodology adopted for the study. It encompasses source of data, sampling procedure, tools and limitation of the study.

Chapter four is the finding section, which describes all about the research areas, the people and their characteristic.

The chapter five presents the summary of findings and recommendations in the form of conclusion.

Chapter six contains the reference section; all the references from where data is derived will be shown in this section.

To make any prediction about the future is quite difficult. For example in the year 1989, it was predicted that Olive Garden, a regional Italian company would lead the establishment of a number of international “casual theme” ethnic restaurants. It was also predicted that these units will ...