Transformation of customer experience management in the restaurant business in the context of digitalization

¹ Financial University under the Government of the Russian Federation, 125167 Moscow, Russia
² Peoples’ Friendship University of Russia named after Patrice Lumumba, 117198 Moscow, Russia

^* Corresponding author: rimma.akhmedova@gmail.com

Abstract

The catering sector in Russia today is being significantly transformed under the influence of two modern factors: the transition to a digital model of orders and a decrease in the purchasing power of the population in general. In the context of digitalization and increased competition, restaurant business enterprises are faced with the need to improve the efficiency of customer experience management. Customer experience is a set of impressions, emotions, knowledge that the customer receives at all stages of interaction with the PSR. The purpose of the study is to determine the direction of transformation of customer experience management in the restaurant business in the context of digitalization. Methodology and organization of the study. In this work, a complex was used, consisting of econometric methods, methods of comparative and system analysis, and generalization. Special literature on the chosen research topic was also analyzed. In particular, sources on the problem of customer experience management, digitalization of structures included in the public catering system became the basis for the literature review. Some of the materials were taken from the RSCI and Scopus websites. business.