Report on Nando’s, a Hospitality Industry in the UK
Report on Nando’s, a Hospitality Industry in the UK
1.0 Introduction
The objective of this report is to analyse the hospitality and tourism consumer in a UK organisation that related to the hospitality industries. The report writer has chosen Nando’s; the organization is a hospitality industry (please refer to appendice 1.0). The first objective of the report is to analyse Nando’s communication activity from the perspective of the tourist decision making process. The writer analyses the communication activity of Nando’s according to Middleton & Clarke’s Tourist Behaviour Model and then indicates the factors that will influence the purchasing behaviour of customers.
In this report, the writer evaluates the needs and expectations of the Nando’s primary segments and describes the service characteristics which are related to the key factors of consumer satisfaction. Nonetheless, this report contains the analyses of the service quality encounter based on personal experience. Service Blueprint and Heart Monitor are used in this report to analyse the service quality in the Nando’s restaurant. In this report, the writer includes his personal experience towards Nando’s product and the actual and potential quality problems faced by secondary segment. There are several suggestions are provided in the report for eventual services improvement at the Nando’s restaurant.
1.1 The Background of Nando’s
First the Portuguese settlers in Mozambique were introduced to the infamous Peri-Peri chilli (please refer to appendice 2.0), then in 1987 it was the turn of Robert and Fernando until finally, the year of 1992 saw the Nando’s craze storm the UK (Nando’s, 2013a). The combination the spicy barbeque chicken and relaxed chilled atmosphere has formed a strong following from the country’s city youth (Isaacs et al 2012). A surprisingly small advertising presence in the UK has created an edge to the brand with word of mouth and social media contributing greatly to its success
1.0 Introduction
The objective of this report is to analyse the hospitality and tourism consumer in a UK organisation that related to the hospitality industries. The report writer has chosen Nando’s; the organization is a hospitality industry (please refer to appendice 1.0). The first objective of the report is to analyse Nando’s communication activity from the perspective of the tourist decision making process. The writer analyses the communication activity of Nando’s according to Middleton & Clarke’s Tourist Behaviour Model and then indicates the factors that will influence the purchasing behaviour of customers.
In this report, the writer evaluates the needs and expectations of the Nando’s primary segments and describes the service characteristics which are related to the key factors of consumer satisfaction. Nonetheless, this report contains the analyses of the service quality encounter based on personal experience. Service Blueprint and Heart Monitor are used in this report to analyse the service quality in the Nando’s restaurant. In this report, the writer includes his personal experience towards Nando’s product and the actual and potential quality problems faced by secondary segment. There are several suggestions are provided in the report for eventual services improvement at the Nando’s restaurant.
1.1 The Background of Nando’s
First the Portuguese settlers in Mozambique were introduced to the infamous Peri-Peri chilli (please refer to appendice 2.0), then in 1987 it was the turn of Robert and Fernando until finally, the year of 1992 saw the Nando’s craze storm the UK (Nando’s, 2013a). The combination the spicy barbeque chicken and relaxed chilled atmosphere has formed a strong following from the country’s city youth (Isaacs et al 2012). A surprisingly small advertising presence in the UK has created an edge to the brand with word of mouth and social media contributing greatly to its success