Chapter 13 & 14 - Assignment Example

Chapter 13 & 14 Chapter 13 A There are many businesses operates in the service industry. Food service market is one of the most growing markets in this industry and it can be broadly categorize under hospitality industry. McDonald is one of the leading multinational food service retailers in the world. This retail food service brand has successfully expanded market presence in many countries. Main drive for this tremendous growth is continuous focus on quality of service along with the food quality.

Macdonald practice very rare type of business practice which is its transparent food processing to its customers. The company has been developing new product according to taste and preference and food habits of different geographic segment. But the main aim is to standardize its products globally. This is why the company successfully adopted the concept of think global, act local. Quality of the product ensures its shorter supply chain to get fresh raw food and vegetable products. The company currently has more than 24,500 outlets across the globe and high availability of its product through its worldwide presence enforces the demand and also brand recognition (MacDonald, 2009, p.15). Though the company faces completion from regional players in different regional market but it has segmented brand as premium food and service brand.

McDonalds adapts ‘glocal’ i.e. an integrated mix of global and local for its global workforce. All restaurants of this brand consist of local workforce who better understand the demand of the local customers. Physical evidence of this brand is represented by its single message in all the restaurants in the world. Structure and environment of the restaurants, processing of foods and the way of service of the employees in the restores are similar in all McDonald restaurants. High focus on customer service along with the product quality has made it a leading food service brand in the world.

BCase1The Ritz-Carlton is one of the leading hotel brands in the world. It is recognized for its premium quality of service especially the employees try their best to help in anticipated needs or desire. Service quality is the only area where the leading brands compete with each other. Ritz Carlton provides high quality of training program to its employees to provide best quality service to the customers. This brand always tries to provide unique service quality so that it can drive for future retention of the customers.

Key differences are employees training programs, importance on customer satisfaction and service values. Wow stories motivate the employees to provide high quality service to the customers. It stimulates the emotional factors of the employees for helping the guests in all kind of needs. Case 2Mayo Clinic provides an exceptional medical care and has adopted a different approach from other hospitals and clinics by putting a relentless focus on the experience of the patients. The interrelated core values are at the heart of Mayo Clinic, places the patient interest above all and practicing teamwork.

New patients are greeted by professionals and the returning patient with name and warm smile and it contributes towards the success of the clinic.The patients are greeted with warm smile and are given the utmost care required by each patient at Mayo Clinic. The buildings are designed to make the patients feel better even before seeing the doctor. Thus in Mayo Clinic happiness of patient and providing the best medical care does not conflict as they go hand in hand. Chapter 14Reference Kotler, P. (2010). Principles of Marketing: A South Asian Perspective, 13/E.

New Delhi: Pearson Education India. MacDonald. (2009). worldwide corporate responsibility online report: The values we bring to the table. Retrieved from http://www.mcdonalds.at/presse/maps/McDCSR.pdf.