Abstract
Purpose Consumption behaviors of consumers have changed with the widespread use of the Internet and smart phones, and accordingly online marketing activities are becoming ever more prevalent. Yet, the domestic food-service industry has yet to offer an Omni-Channel order system that encompasses a online, offline, and mobile interface. Also, a multilingual menu ordering service for foreign tourists is not yet available. Therefore, if an order service system accessible online and offline which could provide multi-language services were implemented, the satisfaction of the service provider and domestic and foreign customers would be maximized. Design/methodology/approach By designing an electronic menu based on open an OS and providing electronic menus in offline stores, we have completed the design of a linked order system which would be available everywhere (online, offline, and mobile). The CMS was developed to integrate these three mediums and the entire operator was designed to receive basic information and statistical information about the merchants, or store operators. Also, a multilingual term dictionary containing menu information for foreign tourists was made into a database so that foreign tourists who are having difficulty in communication can use it more easily. Findings We have made it possible for customers to use the order service without distinction between online, offline, and mobile platforms, and have proved that it is a more efficient and convenient service for customers as well as operators. Nevertheless, as an initial model, the implemented system has limitations on the execution of the payment support method in the electronic menu board and in the management division of the CMS. In case of commercialization, it is necessary to make an alliance of efforts to attract initial franchises. Through further supplementation, we expect the online and offline connection-types martservice system will maximize the satisfaction of both operators and customers alike.