Brogowicz, Delene, And Lyth Service Quality Model
Question 1:
According to Brogowicz, Delene, and Lyth service quality model, a smooth functioning of any system depends on how the service quality expectations are perceived by the customer and how well the system maintains it. The blueprint is missing few backstage employee contact and the support system needed for smooth functioning of the restaurant. The blueprint does not mention any process for check-out. However, we would still consider the blueprint to have the asked three steps that need resources. Hence, we would discuss the various technical and functional quality dimensions needed for this purpose. According to the Brogowicz, Delene, and Lyth article the resources needed for the following steps are:
Make a reservation: This is a …show more content…
chef should be well trained and knowledgeable of the type of food he/she is cooking. The internal relations in the kitchen should have better team efforts. The physical resources needed are the machines and food items needed to cook the food.
Check-out: This is a functional quality dimension where the human resource i.e. the receptionist should be well trained and should be service-minded leaving a good customer service impact on the customer. His/her appearance should be pleasant and would want the customer to remember his/her last visit to the restaurant. He/she should be well trained to handle payments. The physical resources needed will be the payment equipment’s and a feedback screen if …show more content…
The seating should be more spacious and could possibly have couple seats.
• The seating in Kalamazoo 10 is random with no seat numbers. They should have an organized seating system with seat numbers which would help the theatre staff to provide accurate order service.
• Kalamazoo 10 should majorly focus on their promotions as not many people are willing to visit the theatre instead decide to go to theatres like Celebrations and Imax. They could possibly advertise themselves on social media like Facebook, Instagram etc where majority of students are active daily. Kalamazoo is a college town and hence the movies aired should be suitable for their liking.
• The ticket rates should be designed keeping in mind the services they offer and how they could differentiate themselves from other theatres in town.
• They should not only focus on the good side but also the weakness of Alamo Drafthouse where the sound quality is poor. Kalamazoo 10 should make sure that the sound quality matches the quality
According to Brogowicz, Delene, and Lyth service quality model, a smooth functioning of any system depends on how the service quality expectations are perceived by the customer and how well the system maintains it. The blueprint is missing few backstage employee contact and the support system needed for smooth functioning of the restaurant. The blueprint does not mention any process for check-out. However, we would still consider the blueprint to have the asked three steps that need resources. Hence, we would discuss the various technical and functional quality dimensions needed for this purpose. According to the Brogowicz, Delene, and Lyth article the resources needed for the following steps are:
Make a reservation: This is a …show more content…
chef should be well trained and knowledgeable of the type of food he/she is cooking. The internal relations in the kitchen should have better team efforts. The physical resources needed are the machines and food items needed to cook the food.
Check-out: This is a functional quality dimension where the human resource i.e. the receptionist should be well trained and should be service-minded leaving a good customer service impact on the customer. His/her appearance should be pleasant and would want the customer to remember his/her last visit to the restaurant. He/she should be well trained to handle payments. The physical resources needed will be the payment equipment’s and a feedback screen if …show more content…
The seating should be more spacious and could possibly have couple seats.
• The seating in Kalamazoo 10 is random with no seat numbers. They should have an organized seating system with seat numbers which would help the theatre staff to provide accurate order service.
• Kalamazoo 10 should majorly focus on their promotions as not many people are willing to visit the theatre instead decide to go to theatres like Celebrations and Imax. They could possibly advertise themselves on social media like Facebook, Instagram etc where majority of students are active daily. Kalamazoo is a college town and hence the movies aired should be suitable for their liking.
• The ticket rates should be designed keeping in mind the services they offer and how they could differentiate themselves from other theatres in town.
• They should not only focus on the good side but also the weakness of Alamo Drafthouse where the sound quality is poor. Kalamazoo 10 should make sure that the sound quality matches the quality