For the Grand Marquis the 3 elements of the service-product bundle are the following:
1. Tangible service: Providing the catering service.
2. The psychological benefits of the service: In the catering business is based in service therefore it is important if clients likes how it was personal customized and if they were happy or not with the service. We need to keep in mind that this service might be for a wedding therefore the service that they get they will always have in their memories.
3. The physical good: For catering service the physical goods are the hall, food, beverages, silverware, and decorations.
Catering services at the Grand Marquis are “Customer Routed”, for example, each client can customize their special event by picking themselves the foods menus and also the colors that would be used for decorating.
They encounter with Face-to Face total customization. When offering the catering service, the client is present during the production of the service, and they can customize it as it is being produced. Like mentioned on the book, here the customer can introduce uncertainty into the process with a resulting loss of efficiency. For example, at the Grand Marquis, if the client is not happy with how the meat is cooked, the manager will make sure the guest will get the meat cooked as they like.
Grand Marquis uses focused operations; they focus in the way that they are able to service the food according to what the client wants. They support the employees by training them, giving them raises, but they do not use technology to help provide the service; it is not needed.
They do not use self service. They do use technology for marketing purposes only, using e-marketing. There could be many problems that could occur while offering a service. For example, if the power goes down they have more than one generator. This gives a guarantee to the client that this won’t affect their event.
1. Tangible service: Providing the catering service.
2. The psychological benefits of the service: In the catering business is based in service therefore it is important if clients likes how it was personal customized and if they were happy or not with the service. We need to keep in mind that this service might be for a wedding therefore the service that they get they will always have in their memories.
3. The physical good: For catering service the physical goods are the hall, food, beverages, silverware, and decorations.
Catering services at the Grand Marquis are “Customer Routed”, for example, each client can customize their special event by picking themselves the foods menus and also the colors that would be used for decorating.
They encounter with Face-to Face total customization. When offering the catering service, the client is present during the production of the service, and they can customize it as it is being produced. Like mentioned on the book, here the customer can introduce uncertainty into the process with a resulting loss of efficiency. For example, at the Grand Marquis, if the client is not happy with how the meat is cooked, the manager will make sure the guest will get the meat cooked as they like.
Grand Marquis uses focused operations; they focus in the way that they are able to service the food according to what the client wants. They support the employees by training them, giving them raises, but they do not use technology to help provide the service; it is not needed.
They do not use self service. They do use technology for marketing purposes only, using e-marketing. There could be many problems that could occur while offering a service. For example, if the power goes down they have more than one generator. This gives a guarantee to the client that this won’t affect their event.
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