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Adoption of digital marketing tools in independent businesses: experiences of restaurant entrepreneurs in India and United Kingdom

Swati Dabas (Department of Business, Global University System (St-Patricks College), London, UK)
Savita Sharma (Le Cordon Bleu School of Hospitality and Tourism, G.D. Goenka University, Gurgaon, India)
Kamal Manaktola (ALZEA India, Mumbai, India)

Worldwide Hospitality and Tourism Themes

ISSN: 1755-4217

Article publication date: 31 May 2021

Issue publication date: 6 July 2021

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Abstract

Purpose

This paper aims to explore the experience of adoption of digital marketing and related tools by restaurant entrepreneurs or owners of restaurants in the UK and India.

Design/methodology/approach

This study is based on qualitative research. In-depth interviews were conducted with restaurant owners to understand the extent of adoption of digital marketing tools and how they have embraced the digital change in running their business operations.

Findings

Findings shed light on major changes in consumer behaviour and the readiness of restaurant owners to adopt digital tools for marketing restaurant businesses. Additionally, this paper also probes restaurant owners’ apprehensions in the process with an objective of retaining customers for a longer period.

Originality/value

It is also evident that there is a clear gap in the restaurant space in India and the UK as far as the adoption of digital marketing tools is concerned. The restaurants in India are yet to adequately harness the digital medium as a strategic tool for marketing. This research can potentially form the basis of further research in terms of using technology and digital tools to reach customers and creating a more personalized experience for them.

Keywords

Citation

Dabas, S., Sharma, S. and Manaktola, K. (2021), "Adoption of digital marketing tools in independent businesses: experiences of restaurant entrepreneurs in India and United Kingdom", Worldwide Hospitality and Tourism Themes, Vol. 13 No. 2, pp. 214-235. https://doi.org/10.1108/WHATT-09-2020-0120

Publisher

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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