Servuction model example:

The servuction model consists of four components: service

scope, organization and systems, other customers, and service
personnel (Fisher, 2013). These four components ultimately
allow a consumer to decide how they feel about a business and
in order to ensure maximal profit, companies and their
personnel should aim to maximize these experiences. A
example of MacDonald is here:

• Organization and Systems

Ultimately, the organization and systems component decides
whether or not consumers, like me, will have a positive
experience. When I entered McDonald’s, I experienced long
lines and confused staff. This aspect of my visit was certainly
not positive because the longer it takes me to purchase my food,
the more anxious I become. While it is likely that McDonald’s
has strict regulations and rules it requires it’s employees to
follow that would allow the organization and systems aspect of
the servuction model to be positive, something was astray in
this situation. An easy fix would be to hire more employees and
take advantage of all of the cash registers present in the store.
Furthermore, it would be useful to assign specific job functions
to employees so that one individual isn’t scrambling to
accomplish everything.

• Service Personnel
My cashier, like the other employees, was required to fetch my
food and prepare replacements for others if there was not
enough. However, since she was cordial and apologized for the
chaos of the restaurant, I had a positive consumer experience in
at least this aspect.

• Other customers
Since the other customers were annoyed about the long lines
and poor service, I became annoyed as well. This aspect did not
help me have a positive experience.

• Service Scope
The environment designed for the service was as expected for
a fast food restaurant. Ultimately, this model helps promote a
competitive advantage because it provides a system that
employees should follow to maintain maximal efficacy
(Edvardsson et al., 1996). High standards in each of these
categories compared to businesses in the same industry will
easily make the business stand above the rest.