RESTAURANT

SERVICE

Nikhil Patil
Roll No. Name

P17 Nikhil Patil

People Process
Service Marketing Mix:

1. Product:

• Menu offerings: diverse selection,

quality ingredients, unique dishes.
• Food presentation: appealing
plating and garnishing.
• Beverage selection: variety of
alcoholic and non-alcoholic drinks.
• Seasonal specials and chef's
recommendations.
 Service Marketing
Mix:

2.Price:

• Competitive pricing strategy.

• Value perception: offering high-
quality food at reasonable prices.
• Special pricing for promotions, happy
hours, and loyalty programs.
 Service marketing mix:
3.Place:

• Convenient and attractive location.

• Ambiance and décor that align with the restaurant's concept.
• Comfortable seating arrangements.
• Accessibility for customers, including parking and public
transportation options.
 Service marketing
mix:

4. Promotion:

• Multi-channel advertising: social media, print

media, radio, online platforms.
• Promotions such as discounts, special events,
and collaborations.
• Engaging with influencers and local
communities.
 Services marketing mix:
5. People:

• Friendly, knowledgeable, and well-trained staff.

• Excellent customer service from servers, chefs, hosts, and
bartenders.
• Staff attire and demeanor reflecting the restaurant's brand
and ambiance.
 Services marketing mix:

6. Process:

• Efficient reservation systems and order-

taking processes.
• Streamlined food preparation and delivery.
• Minimized wait times and consistent
service standards.
Services marketing mix:
7.Physical Evidence:
• Interior design and décor
reflecting the restaurant's theme.
• Cleanliness and maintenance of
facilities.
• Menu design and signage.
• Overall atmosphere contributing
to a pleasant dining experience.
 Qualitys

• Search Quality: Features customers can assess

before buying, like menu variety or restaurant
ambiance.
• Experience Quality: How customers feel during
and after dining, influenced by food taste,
service, and atmosphere.
• Credence Quality: Aspects that are harder to
evaluate, such as food safety practices or
sustainability claims.
Service blueprint:
 Gap Model

Gap 1: Knowledge Gap:

This gap represents the difference between customer
expectations and management's perception of those
expectations. It occurs when there's a lack of
understanding or awareness among management about
what customers truly expect from the service. Closing this
gap involves conducting market research, collecting
customer feedback, and implementing mechanisms to
better understand customer needs and preferences.
 Gap 2: Policy Gap:
The policy gap arises when management sets service
quality standards that don't align with customer
expectations. It occurs when policies, procedures, or
guidelines are established without considering customer
feedback or market demands. Closing this gap involves
revising policies and standards to better reflect customer
expectations and ensuring alignment between
organizational goals and customer needs.
 Gap 3: Delivery Gap:
This gap occurs when there's a discrepancy between the
service quality standards set by management and the actual
service delivered to customers. It can result from factors
such as inadequate training, resource constraints, or
operational inefficiencies. Closing this gap requires
implementing effective training programs, improving
operational processes, and empowering frontline
employees to deliver consistent and high-quality service.
 Gap 4: Communication Gap:
The communication gap occurs when there's a disconnect
between the service promises made through marketing
communications and the actual service experience. It can
occur due to over-promising in advertisements or failing to
accurately convey service expectations to customers.
Closing this gap involves ensuring transparent and
accurate communication about service offerings, managing
customer expectations effectively, and aligning marketing
messages with the actual service delivered.
 Gap 5: Perception Gap:
The perception gap represents the difference between
customer perceptions of service quality and the service
provider's understanding of those perceptions. It occurs
when customers perceive the service differently from how
the provider believes it's being delivered. Closing this gap
requires actively seeking feedback from customers,
monitoring service performance, and continuously
improving service delivery processes to better align with
customer perceptions.
 Gap Resolution Strategies

1.Knowledge Gap:
• Conduct regular market research, surveys, and focus
groups to understand customer expectations.
• Implement customer feedback mechanisms such as
suggestion boxes, online surveys, and social media
monitoring.
• Provide employee training on customer service skills
and encourage frontline employees to interact with
customers to gather insights.
 2.Policy Gap:

• Review and update service quality standards and

policies based on customer feedback and market trends.
• Involve frontline employees in the policy-making
process to ensure alignment with customer needs.
• Establish clear and measurable service quality
objectives that prioritize customer satisfaction.
 3.Delivery Gap:

• Invest in employee training and development programs to ensure

staff are equipped with the necessary skills and knowledge to
deliver high-quality service.
• Streamline operational processes to eliminate bottlenecks and
improve efficiency.
• Implement quality control measures and performance monitoring
systems to track service delivery and address any issues
promptly.
 4.Communication Gap:

• Align marketing messages with the actual service

experience to set realistic expectations for customers.
• Provide accurate and transparent information about
service offerings, pricing, and policies.
• Encourage open communication channels between
marketing, sales, and operations teams to ensure
consistency in messaging.
 5.Perception Gap:

• Actively seek feedback from customers through

surveys, reviews, and feedback forms to understand
their perceptions of service quality.
• Use mystery shopping or service audits to evaluate
service performance from the customer's perspective.
• Implement service recovery procedures to address
customer complaints and resolve issues effectively.
 CRM Strategies

1. Define clear objectives and goals.

2. Segment customers based on demographics, behavior, and
preferences.
3. Collect and integrate customer data from various sources.
4. Engage customers through personalized interactions and offers.
5. Measure performance, gather feedback, and continuously
improve processes.
 Demand Capacity Management Strategies

1. DEMAND 2. CAPACITY 3. INVENTORY 4. FLEXIBLE 5. DEMAND

FORECASTING PLANNING MANAGEMENT WORKFORCE SHAPING
MANAGEMENT
THANK YOU