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The Impact of the COVID-19 Pandemic on Restaurant Resilience: Lessons, Generalizations, and Ideas for Future Research

Author

Listed:
  • Kate Karniouchina

    (Lorry I. Lokey School of Business and Public Policy, Mills College, Oakland, California 94556)

  • Kumar Sarangee

    (Department of Marketing, Leavey School of Business, Santa Clara University, Santa Clara, California 95053)

  • Carol Theokary

    (Lorry I. Lokey School of Business and Public Policy, Mills College, Oakland, California 94556)

  • Raoul Kübler

    (Marketing Center Münster, University of Münster, 48143 Münster, Germany)

Abstract

Pandemics cause business disruptions that have serious implications for the design and delivery of services, leading to adverse performance consequences for services industries. Focusing on the restaurant industry, the authors present a conceptual framework of restaurants’ resilience during a pandemic that is grounded in existing services and strategy research, secondary and qualitative sources, and insights obtained from social media data. This framework is tested via an empirical analysis of the Yelp COVID-19 data set. Several interesting trends in consumer preferences are identified including a rapid shift toward third-party app delivery models. Surprisingly, the analysis shows that partnering with third-party app delivery services before COVID improved firms’ resilience, whereas during the pandemic, these partnerships have a negative impact on restaurant survival. Furthermore, the study documents some important differences between the drivers of restaurant survival before versus during the pandemic, highlighting critical changes in consumer preferences that may shape the industry in the future.

Suggested Citation

  • Kate Karniouchina & Kumar Sarangee & Carol Theokary & Raoul Kübler, 2022. "The Impact of the COVID-19 Pandemic on Restaurant Resilience: Lessons, Generalizations, and Ideas for Future Research," Service Science, INFORMS, vol. 14(2), pages 121-138, June.
    • Handle: RePEc:inm:orserv:v:14:y:2022:i:2:p:121-138
    DOI: 10.1287/serv.2021.0293
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    References listed on IDEAS

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    Cited by:

    1. Raoul V. Kübler & Susanne J. Adler & Lina Welke & Marko Sarstedt & Koen Pauwels, 2025. "Mining Consumer Mindset Metrics With User-Generated Content," Schmalenbach Journal of Business Research, Springer, vol. 77(3), pages 497-525, September.
    2. Manisha Rathi & Adrija Majumdar & Sawan Rathi, 2025. "Unraveling Prosumption Behavior for Online Reviews during Environmental Uncertainty: A Stimulus-Response Perspective," Information Systems Frontiers, Springer, vol. 27(5), pages 1829-1849, October.

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