3. MEANING OF SERVICE INDUSTRY:
An industry made up of companies that primarily earn revenue
through providing intangible products and services.
Service industry companies are involved in
retail, transport, distribution, food services, as well as other
service-dominated businesses. Also called service sector, tertiary
sector of industry.
4. INTRODUCTION TO THE SERVICE INDUSTRY:
Service Sector in India today accounts for more than half of
India's GDP. The various sectors that combine together to
constitute service industry in India are:
Hotels and Restaurants
Railways
Other Transport & Storage
Communication (Post, Telecom)
Banking
6. Introduction of Hotel Industry:
Hotels have a very long history, but not as we know today, way
back in the 6th century.
Hotel can be classified into different categories or classes, based
on their operational criteria.
For example the type of accommodation they provide, location of
the property, type of services provided, facilities given and
the clientele they cater to can help categories hotels today Hotels
today are basically classified into the following categories:
7. Contd……
According to market segment.
According to size.
According to property type.
According to services level.
8. Indian Listed Star Hotels:
Name of the hotel Year of establishment Founder Place
The Indian Hotels 1903 Jamsetji N Tata Mumbai
Company
(Taj)
ITC/ grand chola 2012 Y. C. Deveshwar Chennai
The Leela Group 1957 Capt. C.P. Krishnan Mumbai
Nair
The EIH Ltd (The 1934 Rai Bahadur Mohan Delhi
Oberoi Group) Singh Oberoi
Royal orchid central Bellary
keerti hotel
Clarks shiraz hotel Agra
9. INTRODUCTION TO HOTEL INDUSTRY:
The hotel industry is a broad category of fields within the service industry that
includes lodging, restaurants, event planning, theme parks, transportation, cruise
line, and additional fields within the tourism industry. The hospitality industry is
a several billion dollar industry that mostly depends on the availability of leisure
time and disposable income.
A hospitality unit such as a restaurant, hotel, or even an amusement park
consists of multiple groups such as facility maintenance, direct operations
(servers, housekeepers, porters, kitchen
workers, bartenders, etc.), management, marketing, and human resources.
10. SEVEN P’S OF SERVICE INDUSTRY:
Product Physical features, quality, accessories, Packaging, warranties,
brands
Place Channel type, Outlet locations, Transportation, Storage.
Promotion Sales people, Advertising, Sales Promotion, Publicity.
Price Discounts, Allowances, Price levels.
People Employees, Customers
Process Flow of activities, Customer Involvement
Physical Facility, Equipment, Other Tangibles
evidence
11. TOTAL NUMBER OF HOTELS IN BAGALKOT
Restaurants 11
Hotels 11
Khanavalies 243
Small hotels(road side) 12
Canteens 2
Snacks centres 83
Total 350
12. INTRODUCTION TO PAKWANN:
Name of the business Restaurant
Year of establishment 2011
Name of the partners Mr. Anand Agarwal
Mr. Pavan Kulkarni
Address College road, 19th cross, vidyageri,
Bagalkot.
13. NUMBER OF EMPLOYEES IN PAKVAN:
Owners 2
cooks 5
waiters 6
cleaners 3
others 3
TOTAL 19
14. SEVEN P’S OF PAKVAN RESTAURANT:
Products Price
Variety of food items: North Indian dish: per plate 110 Rs
North Indian dish, South Indian dish, South Indian dish: per plate 110 Rs
Chinese, Snacks, Ice-creams, cold drinks, Chinese: per plate 50 Rs
sweets(22) Snacks: per plate 100 Rs
Sweets: per KG-200 Rs
Cold drinks: 14 Rs
Ice cream: family pack 2 KG-115 Rs
15. Contd...
Place Promotion
College road, 19th cross, vidyageri, Advertisements in local channels,
Bagalkot. Banners, Pamphlets.
16. Contd...
people process
Employees, students, public people Flow of activities, Customer
etc. Involvement.
18. Service encounter chart for Pakwann Restaurant:
Welcome
Interaction with
customers(order)
Service delivery
Accepting service
Billing
Check out
19. DIMENSIONS OF SERVICE QUALITY:
Empathy Good customer relationship, responding to
their needs and wants.
Reliability Promise and according to that they will
provide services.
Responsiveness Employees are liable, shows honesty with their
customers.
Assurance Knowledge and courtesy of employees and
their ability to convey trust and confidence.
Tangibles Furniture, music, lightings.
23. How long have you visiting Pakwaan?
10%
12%
0 to 4 month
4 month to 6 months
54% 6 to 8 months
More than 8 months
24%
24. How many times do you visit PAKWAAN in a month?
12%
36%
0 to 2 times
3 to 5 times
More than 5 times
52%
25. Who influenced you to go to Pakwann?
12%
20%
10% Family Member
Friends
Advertisement
Others
58%
26. why do you prefer Pakwaan restaurant?
14%
34%
For refreshment
For fun
For party
32%
Others
20%
27. Rank the following factors according to your expectation for
the service provided by the service provider.
Explains all items regarding meals
2%
4%
14%
Highly dissatisfied
46% Dissatisfied
Nuteral
Satisfied
Highly satisfied
34%
28. High speed service
2%
4%
14%
Highly dissatisfied
46% Dissatisfied
Nuteral
Satisfied
Highly satisfied
34%
34. Are you satisfied with the services provided by the Pakwaan?
2%
6%
8%
Highly dissatisfied
48% dissatisfied
Neutral
Satisfied
Highly satisfied
36%
35. Are you satified with the way the empolees care with
customers?
0%
8%
24%
12%
Highly dissatisfied
dissatisfied
Neutral
Satisfied
Highly satisfied
56%
36. Are you satisfied with the pamphlets distributed by the
Pakwaan?
0%
4%
16%
Highly dissatisfied
44% dissatisfied
Neutral
Satisfied
Highly satisfied
36%
37. Are you satisfied with the services provided by the
Pakwaan as promised with you?
2%
4%
16%
34%
Highly dissatisfied
dissatisfied
Neutral
Satisfied
Highly satisfied
44%
38. Are you satisfied by the services of handling
customers problems in Pakwaan?
0%
4%
32%
28% Highly dissatisfied
dissatisfied
Neutral
Satisfied
Highly satisfied
36%
39. Are satisfied with the way of Pakwaan informs about
the price and quality of the service?
4%
4%
16%
Highly dissatisfied
dissatisfied
Neutral
52% Satisfied
Highly satisfied
24%
40. Are you satisfied with promptness of Pakwaan
in providing service to you?
0%
4%
16%
Highly dissatisfied
44% dissatisfied
Neutral
Satisfied
Highly satisfied
36%
41. Are you satisfied with the willingness of the empolees
to help the customers while providing services?
0%
4%
20%
36% Highly dissatisfied
dissatisfied
Neutral
Satisfied
Highly satisfied
40%
42. Are you satisfied with the way of employees
behave with you in Pakwaan?
0% 2%
16%
Highly dissatisfied
dissatisfied
Neutral
Satisfied
58% 24% Highly satisfied
43. Are you satisfied with the employee's eagerness of
instilling confidence in customers?
0%
4%
20%
16%
Highly dissatisfied
dissatisfied
Neutral
Satisfied
Highly satisfied
60%
44. Are you satisfied by the Pakwaan service of providing
customers best interest in all the ways?
2%
6%
38% 20% Highly dissatisfied
dissatisfied
Neutral
Satisfied
Highly satisfied
34%
45. Are you satisfied by the Pakwaan services of
providing the products that best suits you?
0%
4%
20%
Highly dissatisfied
dissatisfied
50% Neutral
Satisfied
Highly satisfied
26%
46. Are you satisfied by the overall service quality
of the Pakwaan?
0%
4%
20%
Highly dissatisfied
dissatisfied
50% Neutral
Satisfied
Highly satisfied
26%
47. Are you satisfied with the sitting
arrangements in Pakwaan?
2%
6%
12%
Highly dissatisfied
44% dissatisfied
Neutral
Satisfied
Highly satisfied
36%
48. Are you satisfied with the interior decoration
of Pakwaan?
0%
4%
28%
32% Highly dissatisfied
dissatisfied
Neutral
Satisfied
Highly satisfied
36%
49. Are feel comfortable in Pakwaan while
receiving service?
2%
4%
34% 20%
Highly dissatisfied
dissatisfied
Neutral
Satisfied
Highly satisfied
40%
50. Customer loyalty:
In Pakwaan more customers are loyal because, they treat
customers with friendly nature. And also because of their
and quality service.
51. Customer relationship:
In Pakwaan they are managing good customer
relationship from their quick reactions with
customers and also they are maintaining relations
with Banks, Education institutes in Vidyagiri area.
52. Service recovery:
Service Failure:
Slow service
Wrong Billing
Conflicts with customers
Service Recovery:
Quick service
Discounts in Billing
Smooth handling.
54. New Service Development process:
Execution Stage Planning Stage
Full People
Design
Launch
Products
Tech-
nology Systems
Developm
Analysis
ent
55. Process of Restaurant:
New Process design
Analysis of design
Development of new design
Introduction of new service
56. Business Strategy Development or Review:
First step is to develop the mission and vision to
implement the new process.
Mission:
Providing good service and making customer satisfaction.
New Service Strategy Development:
New service is food parsal (family pack).
The strategy provided by the pakwaan is to provide good
service than the present service through phone. And door to
door service.
57. Idea generation
This is demanded by customers only
Concept development and evaluation:
Once the idea of service is fit for both the customers and the
employees, then it is ready for the implementation.
Business analysis:
Based upon existing service and new idea it is analyzed and
introducing new service. It will give more satisfaction to the
customers.
58. Blue print of restaurant :
Physical Exterior Tray and Meals FP and taste Bill
evidence packing presentation of
snacks
custom Arrive at Check availability Receive Order meal Receive food Ask for bill Pay and leave
ers restaurant snacks
Greet and take Serve snacks Take food Deliver food Process bill
order order
Contact
employees
Prepare snacks Order to
kitchen
Support
processes Prepare Payment
Food system
(Back house)
59. Hard and soft CDS:
Hard CDS:
Delivering the services in the time, Approaching at the
right time to customers.
Soft CDS:
Motivating the employees to provide good service with
smile and care.
60. SERVICE TRIANGLE
Company
(Management)
Internal External
Marketing Marketing
enabling setting
promises promises
Employees Interactive Marketing Customer
keeping promises
61. Three points of the triangle
COMPANY- PAKWAAN RESTURAENT
OWNER-
ANITA KULKARNI
ANAND.AGARWAL
EMPLOYEES-7 MEMBERS
CUSTOMERS-STUDENTS
LECTURES
OLD AGE PEOPLE
BUSINESS PEOPLE
HOUSE HOLD PEOPLE
62. Internal marketing:
COMPANY-
Owners will give all information about there service
to there employees with respect of there menu and
also they will give information regarding there
service .like cake ,sweets..
63. EXTERNAL MARKETING
In hotel external marketing
like-
Pamplets
Tv adds
Charity
Cycle advertising
64. Interactive Marketing
According to menu available from the company
employees interacting with customers.
They will take orders from the customers, provide
service according to that.
Lastly they will take feed back from the customers.
65. Are the three sides of the triangle well aligned?
yes
66. Provider GAP 3
CUSTOMER
Service Delivery
COMPANY
GAP 3
Customer-Driven
Service Designs and
Standards
68. Focus on a service organization. In the context you are
focusing on, who occupies each of the three points of the
triangle?
Company : pakwaan restaurant
Employees: waiters, Owners, cooks, cleaners.
Customers: students, business man, middle class people.
69. How is each type of marketing being carried out
currently?
Internal marketing: promises are delivered to the employees
with the services which are not kept then the customers become
dissatisfied and leave the restaurant.
external marketing : here the promises are made to the
customers. Promises made must be kept.
Interactive marketing: here the employees will finally deliver
services to the customer.
70. Are the three sides of the triangle well aligned?
Yes the three sides of the triangle are aligned.
All the three sides of the triangle are essential to complete the
whole, and the sides of the triangle should be aligned.
Are there specific challenges or barriers in any of the three areas?
Specific challenges:
Fast Service
Shortage of space.
71. How is the service organization doing on the three
sides of triangle?
i. External Marketing:- By making the promises to the customers and
delivering the same .
ii. Interactive Marketing:-the waiters, will deliver the service to the
customers.
iii. Internal Marketing:-By enabling the promises through
recruiting, training, motivating, recording and providing equipment
and technology.
72. What is being promoted and by whom?
• The product and services like North Indian dishes, South Indian
dishes, snacks are promoted by employees of the restaurant.
• How will it be delivered and by whom?
It will be delivered by the process and by the help of physical evidence and
it will be delivered by the employees.
• Are the supporting systems in place to deliver the promised service?
• The physical evidence of the restaurant is most pleasant which attracts the
customers to come to restaurant and experience the services.
73. The Service Profit Chain in restaurant
ER Revenue
Growth
External
Internal Service CS CL
ES
SQ Value
SQ-Service Quality EP
ES-Employee Satisfaction Profitability
ER-Employee Retention
EP-Employee Productivity
CS-Customer Satisfaction
CL-Customer Loyalty
74. Boundary Spanners
Boundary Spanners
Employees :of the restaurant
i.e., owners, waiters, cooks, cleaners.
Classification:
• Subordinate Service Roles: waiters, cleaners, cooks.
Professional Service Roles: Owners.
75. Sources of Conflict for Boundary-Spanning Workers
• Person vs. Role (Agarwal v/s His role)
• Organization vs. Client(Pakwann v/s the employee)
• Client vs. Client (employee v/s employee)
• Quality vs. Productivity(Services provided v/s productivity of the services)
76. Cont…
Person vs. Role: Here there is a conflict between owners and his
personality .
Ex: The restaurant employees are forced to do on time delivery when
they are providing the services.
Organization/ Client: Here there is a conflict between the
organization and the client. Here the employees has to follow the
rules which are developed by the owners .
Ex: The cook cant delay the preparation of food within a time .
77. Cont…
Client vs. Client : there are more customers conflict arises between them..
Ex: When a restaurant employees serving the customers continuously.
Quality/ Productivity: Here there is a conflict between quality and
productivity. The employees are asked to be both effective and efficient.
Ex: A employees of the restaurant should behave courtesy with customers
and see to it that the customers are well treated.
78. Human Resource Strategies for Closing GAP 3
Hire for Service
Competencies
and Service
Inclination
Hire the
Right People
Develop
Customer-
Employees as
Employees
Empower
People to
Customers
Retain the Oriented
Treat
Best Deliver
Service Service
People
Delivery Quality
Provide
Needed Support
Systems
Provide
Supportive
Technology and
Equipment
79. Hiring The Right People
Compete for the Best People:- for restaurant waiters plays a
very important role so selection of waiters is very important.
Hire for Service Competencies and Service Inclination:-
training the waiters in a systematic manner like how to behave
with customers and all.
Be the Preferred Employer:- the employees should be preferred
more and given more opportunity.
80. Develop people to Deliver SQ
•Train for Technical and Interactive Skills:- training the
employees for doing billing in absence of owner and also the
smooth interaction skills and how to have patience.
•Empower Employees:- here the some power
,authority, responsibility will be given to the employees
•Promote Teamwork:- the team work should be developed
in the restaurant to provide the services on time and retain
the customers .
81. Provide needed support systems
Measure Internal Service Quality:-here the owners are
providing good support to their employees to deliver proper
service.
Provide Supportive Technology and Equipment:- according to
there experience they will deliver the service .
Develop Service-oriented Internal Processes:- they are mainly
focusing on customer satisfaction.
82. Retain the Best People
Include Employees in the Company’s Vision:- they are
motivating employees by providing good salary and bonus.
Treat Employees as Customers:-when they are treating
employees as a customer then they will loyal to the there work
and organization.
Measure and Reward Strong Service Performers:- here they
will provide bonus and occasionally they will provide cloths.
83. Descriptions of Staffing Issues in Firms
High Passion for Service:- pakwaan is having sufficient
employees for providing service to the customers.
Moderate Passion for Service:- in pakwaan if the employees
were absent they will adjust with the available employers
Low Passion for Service :- if the employers are not working
properly they were replaced by other employees.
84. Service Culture
They are mainly focusing on the customer satisfaction by
providing news papers, light music ,with well interior
decoration.
85. Customer Role
As the customer role is also playing a very important role
in service delivery.
In the Pakwaan hotel the first service starts from customer
by through giving order.
86. Customer input in service game
As by focusing vidyageri identified customer needs.
According to that there should be requirement of hotel in
this place so the pakwaan hotel is started.
87. Recognize That Quality Starts with Needs:
The pakwaan is recognize that the quality is starts from
the customer needs and the expectations of customers are
differ from one to other so as per the needs they are
providing services to the customer.
88. Recognize That Violating Needs Means Losing a
Customer:
In the hotel as if the service failed it can be recovered
in the form of discounting and asking sorry for that
but if the owner is not accepted the customer
complaint then they are going to loose the customers.
In pakwaan they are not going to loose the customer
because they are handling the customer very carefully
as well as they are receving the complaints.
89. Respect Customers' Need for Security
When the Pakwaan hotel provide the services, it should
ensure that the services which are provided will be safe.
Ex: Quality Food.
90. Respect Customers' Need for Justice
The hotel must provide the services according to the
expectation of customer and the way of handling the
customers. so that customers feel satisfied by having
satisfactory service from the hotel.
91. Clarify the Customer's Co-production Role
Pakwaan is identifying the wants of the customers and
based on that they are providing realistic services.
92. Motivate Customers to Participate
The pakwaan is trying to attract the customers by
providing good quality of food as well as well as good
services and also they are taking party orders from the
customers.
93. Watch for Clues That Customers Could Do More
The pakwaan hotel will provide the brochures, visiting
cards, vehicle and pamphlets for the easy understanding of
the services.
94. Draw in Customers as Co-designers of the Service Delivery
System
The pakwaan hotel will encourage the customers to give
feedback about their services so that they can improve in
delivering the better services.
95. How Customers Widen Gap 3
The customers are unable to understand their role.
The customers will not be willing or able to perform their role.
It might be a service complaint or any queries which they wanted to ask.
Sometimes if they are willing to perform their role, their will be no rewards
for their performance.
Incompatible market segments
96. Customer roles in service delivery:
Customers as Productive Resources:
Organizational productivity can be increased if customers try to understand
the situations of service delivery & perform the service-related activities.
Customers as Contributors to Service Quality and Satisfaction:
Effective customer participation can increase the likelihood that the needs
are met and that the benefits the customer are actually attained.
Ex: feedbacks & Word of mouth
97. Contd…
Customers as Competitors:
Some times some of the customers are acting competitors
to the services which are providing by the pakwaan this
happens when the customers thought they are getting both
veg and non-veg food items but pakwaan is providing
only the veg items.
98. Services Production Continuum
Customer production : As in pakwaan they taught to keep
self service as addition then the customers are paying
amount in the counter and serving themselves.
Joint production & Firm production : In pakwaan the
service is providing by the waiters and the customers are
going to pay the amount in the counter.
99. Strategies for Enhancing Customer Participation
Define customer job : The pakwaan is identifying the needs of
the customers in food items and providing services.
It is educating the customer through by giving advertisements
and making aware about the quality and service of their hotel.
And they are managing the customers by providing the services
according to their wish.
100. Waiting Strategies:
Employing the operating logic to reduce wait
Establish a reservation process by booking the tables in
advance.
Differentiate waiting customers as per the Veg & non veg.
Make waiting fun ,or at least tolerable by providing the
menu, music, DJ’s.
101. Waiting Line Strategies
Employ operational logic Make waiting fun or at
to reduce wait least tolerable
Establish a reservation Differentiate waiting
process customers
104. Constraints on Capacity
Nature of the constraint Type of service
Time Consulting
Billing
Labor Consulting employee
Equipment Billing machine
Facilities Hotel
106. Gaps Model of Service Quality
CUSTOMER
Expected Service
Customer
Gap
Perceived
Service
External
COMPANY Service Delivery Communications to
GAP 4 Customers
GAP 1 GAP 3
Customer-Driven Service
Designs and Standards
GAP 2
Company Perceptions of
Consumer Expectations
12/17/2012 106
107. GAP 4
External communication Actual service
Quick service Not providing
Menu items Some items are not available
Delicious food Some times fail to deliver delicious food
111. Communications and the
Services MarketingPakwann )
Company(Hotel
Triangle
Internal Marketing External Marketing
Management rules like
Communication
Advertising
Sales Promotion
Public Relations
Employees(waiters, Interactive Marketing Customers
Cook, cleaners)
112. Service
Communication Problems
1) Inadequate Management of Service Promises:
In advertisement they advertise availability of different types of items like Gajar
ka Halwa….
But when customer ask this type of item, management will say that it is not
available.
2)Inadequate Management of Customer Expectations:
Customer expectation might be availability of quick service(5mins) & quality
food, but management will take minimum 20mins to serve.
3) Inadequate Internal Marketing Communications
Employees unaware of the promises made by the pakwann hotel to the customers.
Hotel may not communicate to their employees.
113. Four Categories of Strategies to Match Service Promises with
Delivery
Approaches for Managing Service Promises
Create Effective Services Advertising
In pakwann restaurant they are using vehicle, pamphlets.
Coordinate External Communication:
Word of mouth, Discount offers
Make Realistic Promises:
Making the promises such that it should be able to deliver
effectively & efficiently
Ex: Home delivery.
114. Approaches for
Managing Customer Expectations
Offer Choices:
Pakwann hotel offer different choices of menus which fulfill the
customers expectations.
Communicate Criteria for Service Effectiveness:
Quality food items at very reasonable prices.
Quick service.
Negotiate Unrealistic Expectations:
Customer expectation might be availability of food within 5 mins
(unrealistic)
Sir, it takes time to fresh & delicious food so please wait for 15
mins. (realistic)
115. Approaches for
Improving Customer Education
Teach Customers to Avoid Peak Demand Periods
and Seek Slow Periods:
Asking apology to the customers after delay service.
Clarify Expectations after the Sale:
Sir, it will take time to prepare fresh food So, it was
late.
Prepare Customers for the Service Process:
Greeting the customer, offering the seat then taking
the order & providing the food & then the bill is
prepared after completing the service.
116. Approaches for Managing
Internal Marketing Communications
Training them effectively
Updating their knowledge
Clearly setting their objectives on the bases of what we’ve
promised in the external market and make them to understand
the objectives clearly.
117. Pricing:
It is value for the product or service, which is paid by the
customer to the provider.
For marketers of industrial goods and construction
companies, pricing is the single judgment that translates
potential business into reality. Yet pricing is the least
rational of all decisions made in this specialized field.
118. Price determinants of pakwaan
Expected service
Food quality
Decoration
Menu
Price of service
Weightier behaviour
Image
Cleanliness
119. Three key ways service prices are different for consumers:
Customer knowledge of service prices:
Here prices of providers are unwilling to estimate prices. Providers are unable
or unwilling to estimate prices often cannot tell what the services will involve
until the delivery is well underway. It is depends upon the satisfaction of
customers. And needs are vary from customer to customer.
The role of Non monetary Costs:
Customer interacts with the service provider. The effort invested to identify
and select among services you desire are also higher for services than for
physical goods. Here convenience cost is very less because this place is
convenient. And customers are satisfied with the service.
120. Contd…
Price as an indicator of service quality:
According to price fixed by provider they will deliver the
services. And prices are reasonable.
121. Four Customer Definitions of Value
Value is low price. Value is everything
I want in a service.
Value is the Value is all that
quality I get for I get for all
the price I pay. that I give.
122. Pricing Strategies:
(Four Customer Definitions of Value)
Value is low price:
In festivals they are providing discounts in billing to the
customers.
Value is the quality I get for the price I pay.
They stetted prices according to their services and they are
helping them to increase customer satisfaction.
Value is every thing I want in a service.
Here they concentrating on customer loyalty.
Value is all that I get for all that I give.
They will not provide result based price.
123. Satisfaction-Based, Relationship, and Efficiency Pricing
Strategies
Pricing Provides Value By Implemented As
Strategy
Satisfaction- Recognizing and reducing customers‘ Service guarantees
based pricing perceptions of uncertainty, which the Benefit-driven
intangible nature of service magnifies. pricing Flat-rate.
Relationship Encouraging long-term relationships Long-term Price
pricing contracts with the company that bundling
customers view as beneficial.
Efficiency Sharing with customers the cost Cost-leader pricing
pricing saving that the company has achieved
by understanding, managing, and
reducing the costs of providing the
service.
123
124. Elements of Physical Evidence:
Services scape Other tangibles
Interior decoration Employee dress(red colour)
Menu system Business cards
Surrounding environment Pamphlets
Delivery of service Holdings
Billing machine
125. Framework for Understanding Environment-User Relationships in pakwaan:
Weighter mood
Individual
attitude, and
behaviour
comfort
Satisfaction
with work
Employee
Eminent condition response
Individual care
Interior decoration
Perceived
Music system service scape
Sitting
Customer Individual
arrangements behaviour
response
Satisfaction
with service
Customer mood attitude
and comfort
126. Service scapes:
Inter personal service:
In pakwaan involvement of both employer and
customer.
