Service Experience At Chef Lagenda
Service Experience Report
On the 13/03/2016, I had decided to go eat out at a place called Chef Lagenda which is located at 835 Ballarat Rd, Deer Park VIC 3023. The reason I had chosen this particular restaurant to eat at because it is around a 5 minute drive from home which is convenient, I was hungry at the time and it is also one of my favourite service providers. I had arrived at Chef Lagenda at around 12:30pm, I was greeted with a simple Hello and asked how many people for a seating at a table. It was quite a warm day so I immediately felt the temperature change as the air conditioners were on and it was not on too high which was good also the seats and tables were sturdy. The concepts I will be analysing with relevance to this service …show more content…
This is because I have experience this service before. For a consumer that has not been to this restaurant there will be more perceived risks, to handle them they can go online and search up Chef Lagenda for their ratings and reviews and compare the other restaurants nearby in the area. To manage the consumer’s perceptions of risk organisations can use free trials, display credentials and give online access to information about their service. For the service of Chef Lagenda, they display their achievements such as their head chef Alan Chew who has over 30 years’ experience in Malaysian cooking. Consumers will then know that the cooks are professionals and will get quality …show more content…
This is when you have compared and evaluated all alternatives and you have chosen the best option. For Chef Lagenda, the perceived risks were low so it was a simple and easy choice. The key factors for this purchase decision were the quality of the food, reliability, the price mark and the convenience of distance from home.
Service Encounter Stage
Once you make a decision you then move onto the service encounter stage. This is the time which the consumer interacts directly with the service provider. This stage consists of four different frameworks; the Moment of Truth, High/low contact model, Servuction model and the Theatre Metaphor.
The moment of truth is when you experience the service from the service provider. When the service provider interacts with the customer, this is the opportunity where consumer can form or change their impressions about the organisation. At Chef Lagenda, the staff might be friendlier and service is delivery is fast my thoughts about the organisation will become more positive.
The high/low contact model distinguishes the difference on contact between different kinds of
On the 13/03/2016, I had decided to go eat out at a place called Chef Lagenda which is located at 835 Ballarat Rd, Deer Park VIC 3023. The reason I had chosen this particular restaurant to eat at because it is around a 5 minute drive from home which is convenient, I was hungry at the time and it is also one of my favourite service providers. I had arrived at Chef Lagenda at around 12:30pm, I was greeted with a simple Hello and asked how many people for a seating at a table. It was quite a warm day so I immediately felt the temperature change as the air conditioners were on and it was not on too high which was good also the seats and tables were sturdy. The concepts I will be analysing with relevance to this service …show more content…
This is because I have experience this service before. For a consumer that has not been to this restaurant there will be more perceived risks, to handle them they can go online and search up Chef Lagenda for their ratings and reviews and compare the other restaurants nearby in the area. To manage the consumer’s perceptions of risk organisations can use free trials, display credentials and give online access to information about their service. For the service of Chef Lagenda, they display their achievements such as their head chef Alan Chew who has over 30 years’ experience in Malaysian cooking. Consumers will then know that the cooks are professionals and will get quality …show more content…
This is when you have compared and evaluated all alternatives and you have chosen the best option. For Chef Lagenda, the perceived risks were low so it was a simple and easy choice. The key factors for this purchase decision were the quality of the food, reliability, the price mark and the convenience of distance from home.
Service Encounter Stage
Once you make a decision you then move onto the service encounter stage. This is the time which the consumer interacts directly with the service provider. This stage consists of four different frameworks; the Moment of Truth, High/low contact model, Servuction model and the Theatre Metaphor.
The moment of truth is when you experience the service from the service provider. When the service provider interacts with the customer, this is the opportunity where consumer can form or change their impressions about the organisation. At Chef Lagenda, the staff might be friendlier and service is delivery is fast my thoughts about the organisation will become more positive.
The high/low contact model distinguishes the difference on contact between different kinds of