Answer To: ProviIce uede pri-rrservcustomer's experience indicating possible fail points. You could use...
Robert answered on Dec 20 2021
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Negative Service Encounter Analysis to Malay Village Restaurant
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Executive Summary
Restaurant business has significant influence on the overall economic and industrial growth of
the Australian economy. Considering such influence it seems detrimental to understand the
operational framework and the related issues of the restaurant business. Understanding
significant influential factors can help in determining the effective operational strategies and
practices needed to improvise the productivity and sustainable growth of the restaurant business.
In order to achieve the significant insight Malay Village restaurants of Sydney has been
considered for evaluation. Certain evaluation results has provided input that operational
framework needs certain revisions, as these restaurants generally faces problem of longer waiting
duration and relative lack in cleanliness approach. This paper will explore the issues faced by
Malay Village restaurant and evaluate potential strategic initiatives to ensure effectiveness in
productivity and profitability of restaurants.
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Table of Content
Introduction 4
Background 4
Service Offerings Details 5
Negative Service Encounter 7
Factors affecting Pricing Approach of Restaurant 7
Effectiveness of Communication System 8
Appropriateness of Physical Evidence 9
Evaluation of Leadership and Boundary Spanning Role 9
Service Encounter Management 10
Conclusion and Recommendations 10
References
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Introduction
Service Industry is considered to be highly sensitive to environmental changes leading to
significant alterations in operational framework of the organization operating under this industry.
Restaurants, offering food and beverages, are also the part of the service industry. In order to
understand the basic characteristic and operational system of restaurants, this study includes the
analysis based approach to identify the basic operational function, service encounter details and
its impact on customers repurchase decision and loyalty. Every restaurant has its specific core
operational framework which decides the overall service blueprint and prospective movement of
the blueprint components to facilitate effective services to the clients.
Effectiveness of service encounter in specific restaurant depends upon the systematic
implementation of operational policies and efficient alignment of pricing strategy and other
integral components like communication system, physical evidence, leadership framework and
service encounter management.
Background
In order to perform elaborative study of the service encounter feedbacks of Malaysian Food
offering Restaurants, the restaurant which has been selected is Malay Village Restaurant, located
in China Town, Sydney. Mamak restaurants (as Malay Village Restaurant), which is a part of
growing food and beverage industry of Sydney, has legacy of offering cheap Malaysian food and
beverages. In Malaysia Mamak Stall or restaurants are renowned for their association with ethnic
Malaysian culture and being most preferred hang out alternative for youths. Similarly, Malay
Village Restaurants, which is also available in form of Mamak roadside stalls, offers variety of
roti canai and teh tarik for eating and drinking purposes. Beside of traditional foods, these
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restaurants also offer other food alternatives like rice, noodle dishes, and several other western
dishes. These food items are generally Thai based and significantly differs from local Malay
food. Youths are the prime target customers of these restaurants. Scope of operation of these
kinds of restaurants varies depending upon its specific type, as roadside stalls or café or
restaurant type establishment. (Fraser, Zahiri, and Othman, 2008)
Service Offerings Details
In this specific study the prime evaluation approach is to be based on Malay Village restaurant,
which offers wide range of food and beverage options with relatively convenient and
comfortable dining experience. These modernized restaurants offers traditional and western
cousins in their respective restaurants...