quora
Nobody downloaded yet

Service and relationship marketing - Essay Example

Comments (0) Cite this document
Summary
In the present report “Service and Relationship Marketing” a service blueprint of Subway has been formulated and evaluated. Different components of service delivery process are described in service blueprint of Subway. The report has also evaluated strategic plans for service recovery process. …
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER98.1% of users find it useful
Service and relationship marketing
Read TextPreview

Extract of sample
"Service and relationship marketing"

Download file to see previous pages The exterior facilities include waiting areas consist of benches, sofas and chairs and external sitting areas for customers who wants to enjoy their meal outside the restaurant. Subway has a typical green colour dominating its physical landscape which implies nature and warmth. Also, the fast food joint have established signboards for travellers and onlookers.
The subway store signage is uniform as established by uniform standards. Glass branding such as on windows and door panels is not usual in Subway as the store size is generally small. The interior facilities can be described as cosy and comfortable. Internally the store is not very brightened but has sufficient lighting and consists of minimalist sitting areas. The company is also engaged in home delivery services.
Customer experiences and points of customer contact occur in several places. First is when a customer enters the restaurant and is greeted by the staff members. In the seating area, customers are served with water, if requested. Since subway is a self service restaurant, most of the customer-employee interactions occur in the area where food is prepared. Helping the customer to decide on the food product, recommending choice of ingredients in cases of confused products billing and payment are other customer contact points. Line of interaction divides customer experiences and employee actions. Onstage employee actions and backstage employee actions are divided by line of visibility. ...
In the seating area, customers are served with water, if requested. Since subway is a self service restaurant, most of the customer-employee interactions occur in the area where food is prepared. Helping the customer to decide on the food product, recommending choice of ingredients in cases of confused products billing and payment are other customer contact points. Line of interaction divides customer experiences and employee actions. Onstage employee actions and backstage employee actions are divided by line of visibility. The backstage employee actions in subway include housekeeping services and employees involved in keeping stocks and supply, maintenance department coordinating various operations and department for cash management. Finally the support processes include back system operating all the daily activities of the restaurant, technical department involving in market research, customer research and feedback and customer data collection, POS system involved in cashing and inflow of liquid cash etc. Figure 1 Service Blueprint of Subway (Source: Author’s Creation) Front Stage and Back Stage Functions Blueprinting is a tool for service planning. It can be used either for the development of new services or improvement of existing services. Service blueprint is also helpful in ensuring the quality of services offered by a company. The output of a service blueprint is a graphical representation of the overview of service and its related activities. It helps to visualize the development process. During each process, visible contacts are established between the firm and client. It is also possible to discover various areas of innovation and identification of failure points (Hauser, Tellis and ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“Service and relationship marketing Essay Example | Topics and Well Written Essays - 2750 words”, n.d.)
Service and relationship marketing Essay Example | Topics and Well Written Essays - 2750 words. Retrieved from https://studentshare.org/marketing/1486663-service-and-relationship-marketing
(Service and Relationship Marketing Essay Example | Topics and Well Written Essays - 2750 Words)
Service and Relationship Marketing Essay Example | Topics and Well Written Essays - 2750 Words. https://studentshare.org/marketing/1486663-service-and-relationship-marketing.
“Service and Relationship Marketing Essay Example | Topics and Well Written Essays - 2750 Words”, n.d. https://studentshare.org/marketing/1486663-service-and-relationship-marketing.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document
CHECK THESE SAMPLES - THEY ALSO FIT YOUR TOPIC
Contemporary issue in marketing - Airline industry on service quality and relationship marketing
Recommendation 24 References 25 Bibliography 32 Introduction Airline industry is one of the top developing industries in the world. Airline industry assists in the financial development of a country, helps in foreign business, supports the growth of tourism industry and thus, increases the international investment.
16 Pages(4000 words)Essay
Marketing Service
The service buying process consists of the following steps: need identification, information search, evaluation of alternatives, buying decision, and the post-purchase evaluation. Human wants and needs are the driving forces that make people purchase any products or services.
10 Pages(2500 words)Essay
Service marketing
Effective services marketing are a complex undertaking activity, which involves various different strategies, tasks and skills. The study will deal with five personal encounters by the author of the study and its impact on his customer satisfaction. The author of the study will also highlight the experiences of the customer while purchasing different products and services.
10 Pages(2500 words)Essay
Service marketing
Services, by their characteristics, are quite different from the traditional products. Services are intangible, inseparable, heterogeneous and perishable in nature. Marketing of service, because
13 Pages(3250 words)Essay
Relationship Marketing and Customer Service
Thus, the seller's focus will need to shift from simply landing sales to ensuring buyer satisfaction after the purchase. To keep buyers happy, vendors must maintain constructive interaction with purchasers - which includes keeping up on their complaints and future needs.
14 Pages(3500 words)Article
Relationship Marketing
s often the one marketing executives strive for, it is often found that customers have different relationships with different brands and it is the strongest relationship between company and client which survives even when the product quality has suffered or the competition has
16 Pages(4000 words)Essay
Relationship Marketing
Traditional Marketing: Traditional marketing is centred on getting the message out. The more people you expose your message to the more people that will buy your product. It is a number game that tells something like 1% of all visitors will buy your product.
11 Pages(2750 words)Essay
Service and Relationship Marketing
Protection is the chief assurance of the Park so that it helps to maintain the good service relationship management. Customer relationships are of key concern to make marketing strategy of the Werribee Park. The tourism industry can succeed only if the number of consumers increases.
5 Pages(1250 words)Essay
An examination of how Arlafoods practices Relationship marketing in the dairy industry. Why relationship marketing has become important in dairy service bas
The advent of the information economy has fostered in new challenges for the marketer. Most organizations, in reference to Michael Porter’s model of competitive
20 Pages(5000 words)Essay
Relationship Marketing
A unique network comprising of a company, and its stakeholders with whom it has developed mutual profitable business relationship. Morgan & Hunt (1994) defines relationship marketing as the process of establishing, developing and maintaining
6 Pages(1500 words)Essay
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.
Let us find you another Essay on topic Service and relationship marketing for FREE!
logo footer
Contact us:
+16312120006
Contact Us Now
FREE Mobile Apps:
  • StudentShare App Store
  • StudentShare Google play
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • Miscellaneous
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us