Service Quality Restausant Service Analysis

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------------------------------------------------- SERVICE QUALITY So Baek San Restaurant Audit Report ------------------------------------------------- LECTURE: NGUYEN ANH THU ------------------------------------------------- GROUP 2 ------------------------------------------------- Ly Tan_s3445812 ------------------------------------------------- Nguyen Thi Khanh Ngoc_s3462527 ------------------------------------------------- To Bao Thien An_s3446017 ------------------------------------------------- Phan Tin Trung_s3426373 ------------------------------------------------- Nguyen Van Khoa_s3445817 ------------------------------------------------- Huynh Thanh Toan_s3342361 ------------------------------------------------- ------------------------------------------------- LECTURE: NGUYEN ANH THU ------------------------------------------------- GROUP 2 ------------------------------------------------- Ly Tan_s3445812 ------------------------------------------------- Nguyen Thi Khanh Ngoc_s3462527 ------------------------------------------------- To Bao Thien An_s3446017 ------------------------------------------------- Phan Tin Trung_s3426373 ------------------------------------------------- Nguyen Van Khoa_s3445817 ------------------------------------------------- Huynh Thanh Toan_s3342361 ------------------------------------------------- TABLE CONTENT EXECUTIVE SUMMARY 2 I- INTRODUCTION 3 1) Nature of company and principal service: 3 2) Major rivals: 3 3) Positioning map: 3 4) Primary market: 4 II- MANAGING THE CUSTOMER INTERFACE 5 1) Process 5 2) Managing capacity and demand 9 2.1) Strategies used to manage capacity: 9 2.2) Marketing Strategies used to manage demand 11 3) Physical Evidence 12 3.1) Russell’s Model of Affect: 12 3.2) Bitner’s services cape model 12 4) People 15

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