There is a strong, simple, yet vague connection between theatre and TGI Friday's. The connection hereby is defined by means of similarity amongst the two. The similarity in this case is of entertainment. TGI Friday's is much beyond only food; it is also about the entertainment that the people get, after a daylong of tiredness…
Having a restaurant and running it is no big deal - people all across the world do that, but not many have succeeded the way that TGI Friday's has done. The business has done a remarkable job in developing its cutting edge over its competitors, doing what others haven't done, bringing up innovation and creativity, that attracts thousands of customers to its outlets all around the world, and has maintained itself and its status as the premier entertaining hang out place, with themed coverage, and instances that create a memorizing impact on the customer, pulling them to come over again and again.
Customer attraction and retention is an important phenomenon when devising a marketing plan, and this is where TGI Friday's has been fairly successful in doing a remarkable job. The difference that it has created is what gives it a cutting edge. As mentioned in the company policy, amongst the critical components for the business is the ambience that it wants to create within its environment. And certainly, the business has been successful in the same.
Critical incident is a derived form of critical incident technique, in which events and observations are gathered, and these observations formulate the critical incident. Critical incident techniques define process from the point of understanding and witnessing the 'incident' to the fact finding and collecting data from the participants and till the issue is resolved.
TGI Friday's can identify what constitutes a critical incident by conducting research in its area or industry specific terms, and it would ultimately lead the business into identifying whether or not it has achieved customer satisfaction. For this purpose, on a general note, businesses hire consultants for rendering their services mainly to identify the variables.
Researches reveal that the critical incident here, as also mentioned in the case, would be a busy time at the restaurant. Observing the various aspects related to a busy time and comparing the same to a non-busy time would yield meaningful outcome. Here, observation needs to be done by a neutral person who is neither very defending about the employees nor a very customer centric individual. The various aspects that need to be observed are mainly the delivery time, the professionalism of the servers, and manner of delivery, lag time and other several variables. These aspects should not just be observed but the participants i.e. the customers should also be asked questions about the same. A few observations during busy times, and a few during the non busy timings would definitely yield outcome that have comparative basis and thus can be compared to illustrate whether the business has achieved customer satisfaction or otherwise.
Q3: Discuss the relative merits and demerits of 'blueprinting' and 'Servicescapes' as conceptual framework for analyzing the service encounter at TGI Friday's.
Blueprinting is defined as a mechanism that portrays in a visual format the procedures and participants that are involved in producing a service, or in other words, it is a visual ...
Cite this document
(“Services Sector Marketing Case Study Example | Topics and Well Written Essays - 1750 words”, n.d.)
Retrieved from https://studentshare.net/business/281983-services-sector-marketing
(Services Sector Marketing Case Study Example | Topics and Well Written Essays - 1750 Words)
“Services Sector Marketing Case Study Example | Topics and Well Written Essays - 1750 Words”, n.d. https://studentshare.net/business/281983-services-sector-marketing.
Since its inception, BOS has achieved immense growth and expansion, particularly through acquisitions, mergers and expansions of its service offerings. However, similar to other businesses, BOS was hit hard by the economic recession of 2008-2009 and has since faced substantial difficulties, especially with regard to its dwindling revenue margins (Bhushan & Raj, 2004).
The marketing of a service such a fine-dining is acknowledged by marketing experts to be infinitely more difficult than marketing a tangible product, identifying the following characteristics of services:
In order to overcome some of these difficulties, manager's resort to designing the physical manifestations of the service evoking the quality of the service.
Like in other part of the world, there has been increasing spread of spending culture in the UK. The tradition culture of spending on what is required is slowly dying away and there has been evidenced increase purchase from consumer. This has been enabled by increase in disposable income as more and more people shift their livelihood upward.
These services do not differentiate whether one is local or international as they have been standardized. However the local retailers do get a different offer. (HSBC Bank UK, 2008, Online)
The HSBC premium services include a range of services such as the HSBC Premier Bank Account.
People who work in the industry range from self-employed entrepreneur to traders communicating internationally to sell their services to clients (Harris 1998). Financial services firms facilitate economic growth in their performance of essential functions that regulate the economy.
Similarly, a waiter cannot be separated from the services he/she offers.
This feature of service means that it cannot be touched, lifted and transported. This quality of service makes it more difficult to be evaluated by the customers as the customer understands the results of the service only after consuming it.
A marketing mix, according to Kotler (2002) is "the set of controllable tactical marketing tools that the firm blends to produce the response it wants in the target market." According to this definition, a company's marketing mix is an integral part of the business strategy as its focus on the generation of revenue and profit which is the lifeblood of a business organization.
Marketing is whereby the consumers’ needs are identified and then the respective products which will lead to the satisfaction of these needs are produced.In the case of services, we have the workers of a certain organization going out and identifying those services that are needed by the people.The services are then developed to suit these needs.
It will then discuss market segmentation and targeting strategies to determine their effectiveness. Finally the aspects of product and promotion from the marketing mix will be assessed including their incorporation into the overall
5 Pages(1250 words)Case Study
GOT A TRICKY QUESTION? RECEIVE AN ANSWER FROM STUDENTS LIKE YOU!
Let us find you another Case Study on topic Services Sector Marketing for FREE!