6. Supporting facility
• Store-front shops with ample
space both inside and out.
• Comfortable interior dining area,
endorsing the customer’s positive
perception of the organization.
• Exquisitely decorated exterior
dining area, catching the
Supporting facility
customer’s eyes and promoting
dining diversity.
• Nicely decorated restroom
• Menu
7. Facilitating goods
• Drinks
• meals
• combination meal sets
Information
• The website acts as a powerful
sales promoter to the customer to
Supporting facility
view activities, new products and
benefits.
• Calorie markers on menu
• English version menu
• Meal introduction on wall
• All meals has a picture on menu.
8. Explicit services
• The clean and neat environment
provided
• welcoming customers with good
service attitude
• healthy good tasting food with
calorie marked
• soft tranquil music
• relaxing environment
• fast meal delivery
9. Implicit services
• The great attitude of the employees
adding to the customer’s positive
perception of the organization.
• The peaceful dining atmosphere
adding to the customer’s satisfaction
after a meal.
•The policy of serving quality foods is
essential to the customer’s perception
of taste and reliable service.
11. Strategic service vision
Service delivery system Operating strategy Service concept Target market Segment
600 branches in Taiwan Provide better follow- Fast delivery of local and international
up services meals with good students, for example
Fun and warm attitude Yuan Ze University’s
Clean environment students
atmosphere to
differentiate service Fresh smelling quality Serve only the best
food quality sauce, the people of Taoyuan
Outside dining area seasoning and who want to grab a
Affordable meals with
ketchup quick bite instead of
great service
Phone call delivery making breakfast or
Use of uniform for lunch
Family environment
Hire employees based on Employees to convey
providing kids friendly
attitude quality service passersby who want to
services
grab a quick meal in
The use of spacious Unique children area comfort
Candies for kids after
store-front shops
meals to make them
people who enjoy
happy
dining outdoors
14. Possible fail points
External Internal Service
Display and Dining counter /
PHYSICAL Restaurant Menu Wait T.V.
Dining area area Waiting
EVIDENCE entrance appearance Food area
View snacks Watch
CUSTOMER Enter Take a Order the Receive Check-out
and take a T.V. and
ACTIONS restaurant seat meal food and leave
seat eat
Line of Interaction
ONSTAGE Warm Deliver Process
CONTACT
Deliver Take food
welcome menu order food check-out
PERSON
from staff
Line of Visibility
BACKSTAGE
CONTACT
PERSON
Line of Interaction
SUPPORT Prepare Cash
PROCESSES food register
15. Description
Possible fail points Corrective measure
Reasons for failure Example
Waiters do not write Several customers are
down food orders. ordering, one as not to
They memorize each include mustard in he’s
meal, another as to include Waiters can carry
order for several
extra tomato in her meal a note-pad and
Take food order customers at a time.
and lots of other orders are pen with them to
High probability to taken at the same time. The
forget miner order take orders.
waiter might just not
detail. remember the customized
orders in a rush of orders.
Cooks are told what is Several orders are places Cooks can be given
ordered. some with customization.
They are not given a list of a list of foods to
The cooks have to multi-
food orders to prepare. prepare so as to
Prepare food task most times and with
They need to memorize meals reduce the risk of
to make. the customization to
remember, this can lead to wrong food
High probability to forget
miner customization detail. wrong food preparation. preparation.