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Transcript of T.G.I.
Service Quality &
A critical incident is an event that can be described in detail and that deviates significantly, either positively or negatively, from what the customer expects or considers normal in the service encounter
Technologies used by T.G.I Fridays
Ayo.Emily.Punam.Nicola & Reanne
Employees, Package & Ambiance
Eating at T.G.I. Friday's is about the experiences you go through whilst eating, the experience is about creating memories and the theatrical stage and furniture settings of the whole restaurant creates a show where the customers can either play a role alongside the employees or be seen as the audience.
Customer Satisfaction at T.G.I. Friday's
Customer Satisfaction Components:
What are the connections between theatre and T.G.I. Friday's? Is the dramaturgical analogy a good one?
designed to monitor service times
beneficial to customer
however difficult to commit to
brand equity builder
Rewards for customer
first in industry
convenient for customers
Social media campaign
USED FOR :
DEVELOPING NEW INNOVATIVE IDEA’S IMPROVING EXISTING SERVICES TRAINING NEW STAFF COMMUNICATING ROLES WITHIN THE RESTURANT
“all steps in a service process, that is all contacts or interactions with customers” (Palmer 2011)
“The impact of physical surroundings on customers and employee’s” (Bitner 1992
THE CONCEPT IS ‘
THANK GOODNESS ITS FRIDAY’
The dining chain was first opened in Manhattan at First Avenue and 63rd street and featured the same red and white striped awnings and the signature name that was to best describe a feeling for generations to come (TGI 2013).
of the customer expectations at TGI Friday:
with the bill.
with prompt service,
, knowledgeable, skilled, courtesy, friendliness.
between the customer and security financial.
SERVICE AS THEATRE
'Pine & Gilmor' state that work is theatre and that the service in a restaurant can be closely compared to a theatre production and performance.
4 components to TGI Fridays service encounters
So picking the right people for a drama strategy for the cast
2. INFORMATION CONTENT
- Cyberscape must have some reflection of the Servicescape
and its offerings
- Easy Navigation and correct up to date information
- Contact information
5 KEY SECTORS of SERVUCTION
1. PROCESSES USED
4. TEAM MANAGEMENT
5. CUSTOMER SERVICE ‘TOP PRIORITY’
Without Servuction, there can’t be a superior service
Ensures that there are 0 complaints
TGIF’s FAMOUS BIRTHDAY SONG
SERVICE FAILURE & RECOVERY
1- ‘Directors’- Managers
3- ‘Actors’- Employees
5- 'Stage’- Decor, ambiance, service range, physical facilities and attractions
6- 'Script’- Employee training, communication, and customer involvement.
The ‘Continuum of Perceived Service Quality’ model (Leonard L et all, 1985)
The service quality gap
'Checking up' on customers is a critical strategy.
Staff are required to check back with the
customer within three minutes of delivering the meal, this strategy is used to exceed the customers expectations. (C. Lashley, 1999)
REACHING THE TARGET.
Monitored timing allowance by managers between the order placed and the time it reaches the customers table.
What service the customer receives?
- Food & drink order.
How they receive the service?
- Manner and approach the order is delivered in.
Recovery options that TGI Friday uses:
–the outcome exchange.
- which involves the manner in which information is exchanged and outcomes are communicated.
-decisions made and conflicts are resolved.
(A. Smith et all, 1999)
Facebook campaign to gain fans
Thank you any Questions??
Thank you any
T.G.I Fridays uses a standardised strategy across all restaurants worldwide,the process provides an interactive service for all customers using various models creating a memorable dining experience!!
is a chain well known around the world
American themed restaurant started in 1965
in 2010 it had over 1000 restaurants operating in 61 countries.
For a successful outcome short term campaigns are not as effective 'Business week'