The Effects of Digital-Internet Technology on Restaurant Service Experience Among the Ageing in Southern Africa

Technology enhances service experiences among various demographic groups whose attitudes, reactions, and behavioural outcomes differ; while some embrace it, others avoid using it while resorting to manual service engagements. This chapter explores the causes behind technology acceptance and rejection by different vulnerable population categories using a systematic review. The chapter shows that while digital tools are readily accepted by tourism customers in the Global North, in the Global South, these tools remain underutilised. The chapter recommends pathways that incorporate insights unveiled for restaurant managers to design their service processes and interface, including pre-purchase, purchasing, co-production, post-purchase, and co-consumption, to include ageing patrons. In addition, restaurant service encounters vary among the ageing population. Generally, urban-based baby boomers are more inclined to digital-Internet technology than their rural-based counterparts. It implies that managers and investors should consider the location of their restaurants as one of the determinants of the level of digitalising the service interface for their outlets. The chapter further reveals that the research community should streamline the types of restaurants and the demography of its targeted patrons within the co-creation of value.