Case study 1 - Week 6

Members list:

Khanh Thuy Mai Nguyen (Maka) - 1610590901 (No. 1)

Doan Tuong Phuoc Le (Doris) - 1610590935 (No. 2)

Questions:

1. What does a post-coronavirus restaurant look like in Thailand or in your city at

the moment?

Many changes and safety measures have been adapted to businesses in every industry. In
Vietnam, the same measures are adapted to every restaurant. The safety measures include
limiting dine-in customers, prior takeaway orders, people must keep a certain distance from
each other, and everyone must wear masks. Below are some photos of post-coronavirus
restaurants in Hanoi, the capital city of Vietnam.
2. Will it be more of a reinvention/technology-based service or an acceleration of
preexisting trends?

Almost two years after the pandemic, it is clear that COVID-19 will forever change the
restaurant industry, and the new consumer behaviors left behind after it broke out. The
pandemic has propelled the entire restaurant industry into the future several years. It leverages
trends like online delivery and omnichannel strategies for restaurants to find new, innovative
ways to serve customers. Despite gaining momentum years before the crisis, online food
delivery and takeaway services skyrocketed in the early part of the pandemic. As consumer
behavior continues to shift towards convenience and speed of delivery, we can only assume that
ordering food online will continue to be in high demand in the years to come. Overall, it will
likely be an acceleration of preexisting trends.

3. If you owned a restaurant or hotel, how would you adopt new innovation for your
organization?

We will answer this question separately since our ideas are quite different on a few points.

Maka:

Eating at home is a new reality among Vietnamese consumers post Covid-19. Vietnam is one of
the top three Asian markets that follow the trend of eating at home more often after the end of
the pandemic, according to the latest findings released on April 12 by Nielsen, a global
measurement and data analytics company. If I am a restaurant owner, I provide online food
delivery with high experiential value. For example, a home cooking box is provided with fresh
ingredients and recipes for customers to easily make their own dishes. Or maybe the
restaurant's dishes are beautifully packaged with a thank you card and care throughout the
process of delivering the food to the customer.

Doris:

From my point of view, various innovations can be applied for different purposes. If I am a
restaurant owner or a hotel owner, there is an order for things that I would do.

Firstly, to keep myself updated with the available innovations. Secondly, list out the possible
innovations for my business, carefully check for its function, price, and similar innovations from
different suppliers. After having the information, I will check if my business lacks any innovation
or needs improvement/replacement. At this point, I will start applying the new innovations for
my hotel or restaurant.
The possible innovations for apply are the technology that can help automate the service
system (i.e., online reservation, online food ordering, self-order machine, etc.), and other tools
and types of equipment to equip the facility (kitchen equipment, hotel room’s amenities, etc.).

References

Levin, D., Naik, U. N., Upadhyaya, J., Kaji, J., Han, D., & Mellinger, J. (2021). The Food Service

Industry Post-COVID. Deloitte. Retrieved February 17, 2022, from

https://www2.deloitte.com/us/en/pages/consumer-business/articles/food-service-restaur

ant-business-trends-post-covid.html

Phuong, A. (2021, October 6). Eateries find reopening post-Covid not so easy. VnExpress

International.

https://e.vnexpress.net/news/business/economy/eateries-find-reopening-post-covid-not-

so-easy-4368066.html

Tung, D. (2021, September 13). Hanoians line up at restaurants as authorities ease Covid

restrictions. VnExpress International.

https://e.vnexpress.net/news/life/trend/hanoians-line-up-at-restaurants-as-authorities-ea

se-covid-restrictions-4356168.html