CHAPTER 9
“Home delivery” and “take-away” services were invented to meet society’s more recent needs and consumption patterns. What are these services, how were they created, how do they work? This chapter addresses all these questions, both from a general aspect and as applied to the world of breakfast.
Once again, we take into account the perspective of both the customer and the establishment. We start with the definition of the gastronomic offer (what determines it, what it constitutes, and how the virtual communication of the offer takes place), and then move on to selection decisions, the processing time and access to the service. We examine the customer’s waiting time, service provision and payment methods, until we reach the end of the experience, when customers at home draw their conclusions, generating an opinion and a memory.
