Implications of Digitalisation on Value Co-creation in Restaurant Service Encounters Among Disabled People in Sub-Saharan Africa

In the restaurant business, digitalisation enhances and reinvents capacities and interfaces between restaurants and patrons. Digitalisation enables effective customer engagement and self-representation that enhances value co-creation. However, the impacts of digitalisation on value co-creation in restaurant service encounters among disabled people in Sub-Sahara Africa are still unclear. A scoping review that embeds the theory of value co-creation principles guides the discourse to unpack perspectives within extant literature. The researchers conducted an electronic search in internationally focused databases like SCOPUS, with Sub-Saharan research on the topic under study. The chapter establishes a research agenda for the research community to explore. At the same time, it unpacks insights for managers to review their management and operational practices and policies from an accessible tourism and hospitality lens. The findings of this study show that digitalisation has mixed value co-creation in restaurant service encounters among various disabled people in Sub-Sahara Africa due to the diversity of impairments and their digital support/needs during service encounters, attitudes, and level of digital inclusion. It implies that digitalisation does not uphold disability inclusion unless it embeds a universal design with the context of the type of restaurants and their access-need target market segments.