Spangles: A Case Study

My second visit to Spangles while interviewing Rene Steven as the Operation’s manager proved as worth as the first time. Quality is not cut short in the tw0 dozen plus chained family owned business. Rene takes quality serious at Spangles. She gave her version of quality as it relates to the company business. She elaborates, “Food, service, quality service, I think of everything.” (Rene) She is a steadfast believer that, “Friendliness, personality, service, the greeting, the parking lot, cleanliness is the overall experience”, (Rene mentions). A business is only good as the service or product it puts out and without quality the service or product has no value. Author William J. Stevenson defines quality as “The ability of a product or service
A customer's perspective of quality can vary however, the best of a product or service is required. As mentioned in a previous interview with Rene Steven she understands quality when it comes to customers. This reflects on customer reviews and my customer observation which enhanced my understanding of qualify. I observed the ease of customers as they entered Spangles and being able see menus throughout the restaurant. Spangles displayed specials in larger billboard such as the leprechaun shakes which I tried and loved it. Another unique customer quality is having your mean brought to your table in most fast food restaurants this is unheard
One of the more higher quality customer observations I noticed was the camaraderie amongst the customers and staff at Spangles. There was a couple from Derby KS that recognize and assistant manager who train their daughter at the Spangles there in Derby. They reminisce on how they missed the assistant manager being out there and how well he trained their daughter and she continues to work there. When customers is treated right they are willing to share the experience with other people. Looking for another dimension about customer experiences with Spangles I searched the internet. There I found TripAdvisor a top-rated consumer reviewer. Consumer O5020DVcatheriner from Lake Stevens, Washington writes, “Whenever we go back to visit Wichita, we have to stop at Spangles. It is a quality burger restaurant camouflaged as a fast food experience. The staff is courteous, friendly and helpful. The food is good. I also like the vinegar and salt seasoned French fries. I miss them all already." (Trip advisor) Although Spangles has local multiple Kansas restaurants the taste is international. One more consumer Bruce G from Morecambe, United Kingdom reports, "Don't be put off by the name, this is a great place to eat the best burgers that I have had. So many examples of