Individual Assignment Services Marketing Management (Mkt202).Pdf

INDIVIDUAL ASSIGNMENTServices Marketing Management(MKT202)

Lecturer: BUI THI THU HUYEN

Full name: NGUYEN HUNG MANHStudent ID: HS179013

Class: MKT1816Course: MKT202Submission date: 28/02/2024

Table content

1.Introduction to serviceorganization………… ….………….… 3 2.Service experienceanalysis……… ……4a.Productquality……… ……… …… 4 b.Servicestyle……… ……… … … 5 c.Space andenvironment……….……….…… …5 d.Creativity andinnovation……… ……….…… …63.Satisfactory/Dissatisfactory service experiences……… … ….7a.Satisfactoryservice experiences……… ………… ……… ……7 b.Dissatisfactoryservice experiences…… ……… ……….… 74.Suggestions forimprovement……….…9

INTRODUCTION TO SERVICE ORGANIZATION

Fried Chicken Shop "Get&Go FastFood" is not

only a popular destination located in aprime location in

Hoa Lac, but also an interesting andnotable destination

for the food-loving community With an attractive diversemenu and warm atmosphere, "Get&Go Fast Food" is notsimply a food restaurant, but also a great experience foranyone passionate about food.

Aiming at providing the best service to customers,

"Get&Go Fast Food" constantly improves the quality and variety of its menu Fromeye-catching coffees to exquisite desserts, each dish is crafted with love and dedication,creating memorable culinary experiences every time customers step foot inside.

In addition, the space of "Get&Go Fast Food" is also a special highlight Withelegant design and comfortable space, customers not only have the opportunity to enjoydelicious food but also enjoy a warm and relaxing atmosphere From small, peacefulcorners to spacious and comfortable spaces, "Get&Go Fast Food" always ensures thatevery customer has an ideal space to relax and enjoy their meals Harmoniouslycombining food and music, Get&Go Fast Food creates a melodious space that connectscustomers' emotions at each moment, sometimes vibrant, sometimes gentle Coming to"Get&Go Fast Food", you will not simply enjoy a delicious meal, but also experiencebeing part of a vibrant and rich culinary community.

SERVICE EXPERIENCE ANALYSIS

The special feature of the restaurant is not only the diversity of the menu, but alsothe special care shown in the process of preparing and serving each dish This ethos isnot only based on the use of high-quality ingredients, but also reflects a deepunderstanding of culinary techniques, as well as the ability to create unique andsophisticated culinary experiences.

Understanding the processingprocess and dedication to eachingredient not only adds nutritionalvalue but also creates a unique flavorand excitement This reflects theperfect combination of specialistknowledge and practical skills,providing customers with anauthentic and valuable culinaryexperience Fresh ingredients areimported every day to keep the food at its best, but this also makes the amount offood served limited and customers have to come early to eat if they don't want thelast meal belong to someone else.

In addition, the space and environment at the restaurant are also carefully managed,ensuring comfort and cleanliness for customers Attention to hygiene and theenvironment is an integral part of ensuring customer satisfaction and trust, anddemonstrates the restaurant's commitment to providing the best culinary experience.maybe.

Service style is an important highlight in creating a unique and unmistakableexperience for customers Built on a foundation of warmth, professionalism andthoughtfulness, this style is not just a way of serving, but also a subtle art and afascinating field of study in the field of management service management.

"Get&Go Fast Food" is also a good example ofapplying quality management principles in theservice industry The professional, respectful andattentive service style of employees is not only theresult of skills training but also reflects anunderstanding of the importance of interactionsbetween employees and customers in building “Long

termandloyalrelationship” Analyzed throughaspects such as employee behavior, customer

relationship communication, and servicemanagement Greeting customers with a sinceresmile is not only a simple act of communication, but also an expression of enthusiasmand concern for the customer's mood Besides, personal consultation Responding andadjusting to special dietary or service requests during peak hours is an integral part of aprofessional and flexible service style This process requires deep product and serviceknowledge, along with effective communication and time management skills.

The atmosphere of "Get&Go Fast Food" Coffee Shop is not only cozy and friendly,but also a space containing many natural values, an ideal place to work and study in apeaceful space static The harmonious combination of a delicately decorated interiorspace, gentle lighting and comfortable table and chair arrangements not only createsideal conditions for a relaxing dining experience but also promotes connection andconnection communication between customers, suitable for those looking for creativeinspiration for work.

In addition, building a green environment withmany skillfully arranged ornamental plants not onlymakes the space more airy and cooler, but also bringsa feeling of friendliness and closeness to people.nature The presence of trees not only creates a greenspace, but also helps reduce stress and anxiety,allowing customers to relax and enjoy their meals inthe most comfortable way.

4.CreativityandinnovationOne of the special andremarkable features of"Get&Go Fast Food" Fried ChickenShop lies in

its solid commitment to creativityand innovation

in its menu This commitment isdemonstrated

through the continued introduction ofseasonal

specials and flavor innovations.Changing menus

to reflect the changing seasons and meetcustomer needs is an effective way to create

excitement and create a fresh experience forcustomers The restaurant is constantlyresearching and testing new ideas, fromcombining local ingredients to creating unique

Keeping the menu fresh and attractive notonly helps attract new customers but alsoretains old customers Customers often find itinteresting to discover new and unique optionson the menu every time they come to therestaurant This not only shows care andconcern for customers' needs and preferences,but is also a clear expression of the restaurant'sdeep understanding of cuisine and passion forcreativity.

SATISFACTORY /DISSATISFACTORYSERVICE EXPERIENCES

Quality of Ingredients and Food: Thequality of

ingredients and food ensures the freshness and safetyof ingredients All ingredients are carefully selectedand quality tested to ensure freshness and safety forcustomers' health Appreciate that the restaurantensures this consistency, because that's what keepsme coming back every time I need a real culinaryexperience.

Friendly employee: Another notable point is the staff's attitude They are not onlythe waiters but also the representative face of the restaurant Their friendliness andenthusiasm create a welcoming and comfortable atmosphere for customers Theirfriendliness and thoughtfulness truly make each visit more memorable andheartwarming Employees wear uniforms to help customers easily identify, creatingprofessionalism in service.

Service speed: Another strong point of the restaurant is its efficient and professionalservice Whether crowded or not, they always maintain a strong service speed and donot make customers wait too long Even if there is a wait, they will notify you inadvance and provide entertaining games to keep customers from getting bored Thisreally makes me feel satisfied and feel at home every time I visit the restaurant.

Waiting Times Are Uneven: One weakness that "Get&Go Fast Food" needs toimprove is uneven waiting time, especially during peak hours Some customersreported that they had to wait longer than expected, causing frustration anddissatisfaction This

is also reflected in the fact that some customerswho arrive first are served food more slowlythan those who arrive later This not only affectsthe customer experience but can also cause loss

space becomes cramped and noisy, losing the cozy and gentle image of the store.Limiting Best-Selling Dishes: The limitation of best-selling dishes on the menu isalso a notable issue The unavailability of these popular dishes often leaves customersfeeling disappointed and dissatisfied, especially when they have come to the restaurantwith specific expectations of these dishes This shortage not only results in lost salesopportunities but can also cause loss of trust and reduced customer satisfaction Tosolve this problem, shops need to consider increasing inventory and monitor thebalance between supply and demand more carefully.

RECOMMENDATIONS AND CONCLUSION

To enhance customer satisfaction and resolve specific issues, here are somesuggestions that can be implemented:

Optimize Operational Efficiency: Implement measures such as expanding kitchencapacity or introducing online ordering options to reduce wait times during peak hours.Invest in technology to improve workflow and increase kitchen and counterperformance.

Capacity Expansion: Explore options to expand capacity or optimize existing spaceto comfortably serve a larger number of customers Consider redesigning the space orexpanding the restaurant to create more seating and improve the customer experience.

Enhance Employee Training: Provide periodic training and coaching to enhanceemployees' skills and knowledge in serving and interacting with customers Inparticular, focus on providing time management and problem-solving skills to helpemployees handle busy and stressful situations.

Implement Feedback Mechanism: Establish formal channels to collect feedbackfrom customers, including direct feedback from service desks and online feedbacksystems Hold regular meetings with staff to review feedback from customers anddiscuss improvements and solutions to problems that arise.

In conclusion, "Get&Go Fast Food" Fried Chicken Shop has gradually affirmed itsposition as a great destination that brings excellent service and delicious food tocustomers By capitalizing on its strengths and being determined to address areas thatneed improvement, the restaurant can not only enhance the customer experience butalso solidify its reputation as a favorite place in the community The mission of"Get&Go Fast Food" is not only to satisfy culinary needs but also to create memorableand enjoyable experiences for each customer, each cup of coffee and piece of cake.With commitment and continuous efforts, the restaurant is aiming to become a must seedestination for those who love food and cozy space.