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Service and relationship marketing - Essay Example
Pages 11 (2761 words)
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. …
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. ...