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dc.contributor.authorBonfanti, Angelo
dc.contributor.authorRossato, Chiara
dc.contributor.authorVigolo, Vania
dc.contributor.authorVargas Sánchez, Alfonso
dc.identifier.citationBonfanti, A., Rossato, C., Vigolo, V., & Vargas-Sánchez, A. (2023). Improving online food ordering and delivery service quality by managing customer expectations: evidence from Italy. In British Food Journal (Vol. 125, Issue 13, pp. 164-182). Emerald.
dc.description.abstractPurpose - Since the outbreak of the Covid-19 pandemic, many restaurants and catering businesses have introduced or improved online food ordering and delivery services (OFODSs). This study aims to identify service quality expectations about OFODSs, to examine their content and to suggest management strategies to meet these expectations. Design/methodology/approach - Adopting a qualitative method, four focus groups were conducted amongst Italian users of OFODSs. Findings - The results reveal three dimensions of expectations, each comprising two categories that can be set along a continuum: (1) basicness of expectations (ranging from implicit to explicit), (2) accuracy of expectations (ranging from fuzzy to precise) and (3) attainability of expectations (ranging from realistic to unrealistic). Content may refer to technical, social, economic, legal and technological aspects. To meet customer expectations, the following strategies are suggested: customer reassurance, flexibility, continuous improvement, customer education, adaptation to customers’ requirements and monitoring of exceptions. Practical implications - This study provides specific activities in which restaurants and catering businesses could invest to enact the management strategies that emerged from the analysis. Originality/value - This paper proposes a new classification of expectations and framework for improving OFODS quality by managing customer expectations.es_ES
dc.relation.isversionofPublisher’s version
dc.rightsAtribución-NoComercial-SinDerivadas 3.0 España*
dc.subject.otherCustomer expectationes_ES
dc.subject.otherService qualityes_ES
dc.subject.otherCustomer satisfactiones_ES
dc.titleImproving online food ordering and delivery service quality by managing customer expectations: evidence from Italyes_ES
dc.subject.unesco53 Ciencias Económicases_ES

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