What is it about?
Many restaurants closed their dining and bar services during the COVID pandemic and became delivery-only. These restaurants are called "dark kitchens." Customers of a dark kitchen discuss what they have lost, and gained, from a favored restaurant going dark.
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Why is it important?
Restaurants are an integral part of a local community. When they go dark, customers may gain convenience; however, they lose human interaction. Customers describe what they lose, and gain, from efficiency and the loss of "hang outs."
Perspectives
Marketers have always talked about the concept of servicescapes. The complexity of service settings based on price, service quality, product quality. A dark kitchen reverts marketing back to goods and services
Mark Rosenbaum
Citadel Military College of South Carolina
Read the Original
This page is a summary of: From third places to delivery-only: theoretical insights into dark servicescapes, Retail and Distribution Management, October 2025, Emerald,
DOI: 10.1108/ijrdm-12-2024-0712.
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