▪The bridge of how the food gets from production (kitchen) to the customer.
▪Step by step methodology.
The Customer Process
▪Managing the experience the customer undertakes to order, be served, consume and be cleared.
▪Identifies that customer are not passive recipients of services.
▪F&B production systems.
▪Manufacturing vs. Restaurant dining room
▪Perceptions of the quality
▪Changing views on how much participation can be expected
▪Customer becomes a co-producer
▪Considering the service style can influence the level of customer participation expected
▪Sub categories for each service method
▪Why is this important?
▪If something is intangible, this means it is difficult to touch
In the context of hospitality
“Services are ideas and concepts: products are things”
Reservations, price incentives, demarketing peak times.
2. Adjust service capacity
Use of casual staff for peak periods, increase customer self-service, style of service offered.
3. Allow customer stowait
There are risks associated with this, but it also recognises the customer as the co-producer
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