Date of Publication

9-2021

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Business Management

Subject Categories

Business Administration, Management, and Operations

College

Ramon V. Del Rosario College of Business

Department/Unit

Decision Sciences and Innovation Dept

Thesis Advisor

Harvey T. Ong

Defense Panel Chair

Jerome T. Alvarez

Defense Panel Member

Raymond L. Ganotice

Abstract/Summary

Before restaurants expand their physical business operations to online platforms, there are accompanying challenges in which they should prepare for: cyber threats and attacks. Digital resilience and digital security readiness are two factors that need to be valued along with this technological shift. Thus, this paper aimed to determine how digital resilience and digital security readiness affect food service casual-dining restaurants, specifically Pepper Tree Foods, Kkokko Pop, and InnFlight Grill & Bar, in successfully implementing digital transformation to their businesses.

This study discussed two independent variables, Digital Resilience and Digital Security Readiness, and one dependent variable, Digital Transformation. Based on researched related literature, the researchers defined the variables as, Digital Resilience is the ability of food service casual-dining restaurants to recognize cyber threats and successfully recover from cyber attacks; Digital Security Readiness is the awareness, preparedness, and commitment of food service casual-dining restaurants in adopting cybersecurity measures; and, Digital Transformation is the shift of food service casual-dining restaurants’ physical operations to online by adopting digital platforms. The study is designed to be an explanatory-causal-descriptive-comparative multiple case study in which the respondents for this study are three (3) selected food service casual-dining restaurants within Metro Manila, namely Pepper Tree Foods, Kkokko Pop, and InnFlight Grill & Bar.

Pepper Tree Foods displayed digital resilience as they have experienced several cyber threats and attacks, such as photo grabbing, potential payment frauds, and negative customer feedback online, and were acted upon immediately by the management through customer-based solutions. Even though the restaurant also showed digital security readiness, a number of its measures, such as I.T. infrastructure and Supplier/Partner Relationships lacked, thus resulting in a low level of preparedness. With its active social media postings and presence of a company website, Pepper Tree Foods is concluded to have successfully implemented digital transformation.

Kkokko Pop presented digital resilience by ensuring awareness of cyber attacks and having collaboration with their I.T. employee who is knowledgeable with digital security. Moreover, they also exhibit digital security readiness as the business practices online security measures, initiates discussions with its employees about cyber attacks, and is aware of most measures, all of which make their readiness level high. Their active presence on Facebook signifies that they have conducted successful digital transformation to enhance their business.

InnFlight Grill & Bar displayed digital resilience by recovering from past cyber attacks, such as negative feedback from online trolls and mimicry from its competitor, wherein they highlight the importance of being customer-centric in adopting strategies. Furthermore, they also presented digital security readiness by maximizing the existing security settings of Facebook and limiting the number of people who have access to their account. With their awareness of other measures, they are deemed to have a high level of preparedness. Their shift to use Facebook for their operations show the successful digital transformation that paved the way for enhancements and product innovations.

With the results obtained from the study, the researchers concluded that both digital resilience and digital security readiness strengthens digital transformation by reducing the possibilities of online risks and threats by being prepared for future cyberattacks among food service casual-dining restaurants. Hence, both propositions are approved. All respondents of the study have successfully executed their adaptation of traditional business processes to online platforms, especially on social media. Each of the restaurants has their own actions, strategies, and resources when it comes to digitally transforming their respective businesses in order to enhance performance, productivity, and innovation, while the differences in the level of readiness and the unique approaches done by each business towards each variable are also concluded.

After considering all analyses presented in the study, the researchers recommend Pepper Tree Foods to apply all the necessary digital security measures in their platforms to ensure increased protection against future cyber attacks, and to learn more about the variables through team discussions, to all have a sufficient background. Moreover, the proponents recommend Kkokko Pop to further improve their digital security countermeasures by supporting the skills of their experienced I.T. personnel, providing training to employees, and establishing a POS system. Furthermore, the researchers recommend InnFlight Grill & Bar to generate detailed plans on dealing with potential risks and threats and address incidents formally, and to create measures or hire experienced personnel for protection when venturing to different digital platforms. Lastly, the researchers recommend future researchers to tackle the various and similar areas of digital resilience, digital security readiness, and digital transformation concerning its impacts in other industries. This study adds to the existing body of knowledge and may serve as a foundation for future research.

Abstract Format

html

Language

English

Format

Electronic

Shelf Location

485 leaves, color illustrations

Keywords

Restaurants—Technological innovations; Restaurants—Effect of technological innovations on; Computer security; Organizational resilience

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Embargo Period

9-9-2021

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