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 PAPER92% 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 OF Service and relationship marketing

Service Marketing

...? Service Marketing College: Introduction Service marketing is the marketing sub field that can be divided into two main fields of goods marketing and services marketing. The goods’ marketing area includes marketing of the fast moving goods of the consumers and durables. Service marketing in simple terms refers to both the business-to-business (B2B) and business to consumer (B2C) services and involves marketing such services as financial services, telecommunication services, all kinds of hospitality services, air travel, car rental services, professional services, as well as health care services (Lovelock & Gummesson 2004, p. 21). Thus, service marketing is a variety of the expressions and approaches of marketing ideas conducted... with the...
9 Pages(2250 words)Essay

Church service: service marketing

...? Service marketing (EXCITE Church) Executive summery This is a case study analysis about EXCITE Church which is located in Melbourne, Australia. Thecharge is founded by the nearby university student and positioned as youth’s church. It has been facing financial and oper4ational constraints due to inefficiency of its. This case analysis has developed possible new strategies based on the current challenges and the opportunities it has in that location. So, the overall study is about the repositioning of the church to overcome its present several constraints. Table of Content 1Introduction 4 2Industry overview 5 3Overview of the organization 5 4Current positioning 6 4.1Key functions 6 4.2 Source of fund 7...
11 Pages(2750 words)Research Paper

Contemporary issue in marketing - Airline industry on service quality and relationship marketing

...?Contemporary Issue in Marketing - Airline Industry on Service Quality and Relationship Marketing Table of Contents Contemporary Issue in Marketing -Airline Industry on Service Quality and Relationship Marketing 1 Table of Contents 2 Introduction 3 Importance of Service Quality in Airline Industry 4 Relationship Marketing in Airline Industry 6 The Cons of Relationship Marketing 12 Impact of Service Quality & Relationship Management on the UK Aviation Industry 13 Example of British Airways...
16 Pages(4000 words)Essay

Service Marketing

...and the emotional aspect adhered to the products and services produced by the company. Further analysis shows that the level of customer experience developed in an organization depends on the level of interaction of consumers with the elements like people, different processes, cultural parameters, technological and other resources, and other strategies devised by the company in gaining more revenues and market share. The same can be diagrammatically represented as follows. The study of the concept of customer interaction in regards to companies gains importance owing tom certain reasons. Firstly the enhancement of customer interaction helps in the development of a long standing...
10 Pages(2500 words)Research Paper

Service Marketing

...in this aspect. Threat of Buyers: In UK, airlines focus on making their customers loyal to them and so for any newbie it very difficult to break the customers of any other airline as the people have a strong trust on any specific airline services. However it is still possible with the high managed marketing strategies. Threat of Suppliers: The major suppliers in this business are Embraer EMB 110 Bandeirante, BAC One- Eleven, Boeing 737-800, Boeing 737- 200, ATR 42 and Hawker Siddeley HS 748. Most of the suppliers bargain away major profits and secondly majority suppliers are even not interested in to deal with small airlines. Other major threats: These days, every other airline is focusing over the low...
13 Pages(3250 words)Research Paper

Service Marketing

..., it is through services marketing that McDonald’s establishes a more prominent position in the customers’ minds. This is referred to as branding (Kapoor, Paul & Halder, 2011). Service Encounter Stage - Meeting the Needs of the Various Key Audiences McDonald’s builds long-term business with its customers since it acknowledges that the market has a limited number of customers. It thus establishes relationships through its services market to retain various people once they become its customers. The organization’s understand that customers come from diverse backgrounds has also assisted McDonald’s in treating they customers...
7 Pages(1750 words)Essay

Service and Relationship Marketing

...Introduction: This paper is fundamentally concerned about service and relationship marketing in the tourism industry, with special reference to Werribee Park in Victoria, Australia. Through efficient ecological and tourist administration, Parks Victoria is devoted to protecting the ordinary and inheritance principles of the Werribee parks, coves and stream, consisting complete guard of sensitive regions. 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...
5 Pages(1250 words)Essay

Relationship Marketing and Customer Service

...Running Head: RELATIONSHIP MARKETING AND SERVICE Relationship Marketing and Service In Harvard Style By Course Name University "As our economy becomes more service and technology oriented, the dynamics of the sales process will change. The on-going nature of services and the growing complexity of technology will increasingly necessitate lengthy and involved relationships between buyers and sellers. 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...
14 Pages(3500 words)Article

An examination of how Arlafoods practices Relationship marketing in the dairy industry. Why relationship marketing has become important in dairy service bas

.... This proposal will examine ARLA Foods’ implementation of new strategies of relationship marketing and its corresponding self-realignment activities. The proponent of the study is currently employed with ARLA Foods. Literature Review Traditional Marketing: Transactions and Exchange Kotler (2000) defines marketing as: “the process of planning, and executing the conception, pricing, promotion, and distribution of goods, ideas, and services, to create exchanges that satisfy individual and organizational goals.” Through manipulation of the “4 Ps” (Product, Price, Place, Promotion or the marketing mix), marketers seek to...
20 Pages(5000 words)Essay

Service and Relationship:

...Service and Relationship] The analysis would now critically evaluate the Werribee Park, in terms of its SWOT analysis, as well as the success with which it is catering to the customers in terms of being a service providing organization. Since a visit has been paid to the Park, the first hand experience would lead to current judgment of the atmosphere and the workings of the park. This report would focus on the feelings, with respect to the park, in the language of service theories and concepts. Next would be the SWOT analysis, that is, the strengths, weaknesses, opportunities and threats. This analysis would give an overall picture as to the standing of the Park, relative...
5 Pages(1250 words)Assignment
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!

Contact Us