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Paper Type
ERF
Abstract
When consumers order restaurant food delivery through a mobile phone application like Uber Eats or DoorDash, they order from a company that is part of a global phenomenon, Online Food Delivery (OFD). Globally, this market is expected to exceed $85 billion in revenue by 2024 (Statista, 2019). The expected growth of restaurant delivery platforms creates the need for a better understanding of how the business model affects existing players in the restaurant industry. In this study, we will use an experiment to investigate the influence of OFD services on behavioral loyalty toward restaurants. Specifically, we will examine how consumers react to service failures with a third-party OFD involved. The results will help members of the respective academic and industry communities gain a better understanding of the restaurant delivery market and fuel a desire for further investigation.
Recommended Citation
Tittle, Derek; Matta, Vic; Beeler, Lisa; and Babin, Jessica, "Online Food Delivery: How Do Service Failures Impact Behavioral Loyalty?" (2020). AMCIS 2020 Proceedings. 14.
https://aisel.aisnet.org/amcis2020/strategic_uses_it/strategic_uses_it/14
Online Food Delivery: How Do Service Failures Impact Behavioral Loyalty?
When consumers order restaurant food delivery through a mobile phone application like Uber Eats or DoorDash, they order from a company that is part of a global phenomenon, Online Food Delivery (OFD). Globally, this market is expected to exceed $85 billion in revenue by 2024 (Statista, 2019). The expected growth of restaurant delivery platforms creates the need for a better understanding of how the business model affects existing players in the restaurant industry. In this study, we will use an experiment to investigate the influence of OFD services on behavioral loyalty toward restaurants. Specifically, we will examine how consumers react to service failures with a third-party OFD involved. The results will help members of the respective academic and industry communities gain a better understanding of the restaurant delivery market and fuel a desire for further investigation.
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