Back
 AJIBM  Vol.7 No.7 , July 2017
Service Blueprint a Tool for Enhancing Service Quality in Restaurant Business
Abstract: The paper analyses its existing service blueprint along with recommends how the restaurant can enhance its quality service as well as efficiency level. Based on the semi-structured interview on the restaurant, a new service blueprint has been redesigned which limits the present and potential failure points in the existing process. High participation level from the customer along with service providers and employees will add a new value to the efficiency level of the service quality.
Cite this paper: Hossain, M.Z., Enam, F. and Farhana, S. (2017) Service Blueprint a Tool for Enhancing Service Quality in Restaurant Business. American Journal of Industrial and Business Management, 7, 919-926. doi: 10.4236/ajibm.2017.77065.
References

[1]   Thansettakij Newspaper, Marketing. 2-4 February 2012.

[2]   Liang, R.D. and Zhang, J.S. (2012) The Effect of Service Interaction Orientation on Customer Satisfaction and Behavioral Intention: The Moderating Effect of Dining Frequency. Asia Pacific Journal of Marketing and Logistics, 24, 153-170.
https://doi.org/10.1108/13555851211192740

[3]   Johnston, R. (2005) Service Operations Management: From the Roots up. International Journal of Operations & Production Management, 25, 1298-1308.
https://doi.org/10.1108/01443570510633666

[4]   Ford, R. and Heaton, C.P. (1999) Managing the Guest Experience in Hospitality. Delmar Cengage Learning.

[5]   Chuang, P.T. (2007) Combining Service Blueprint and FMEA for Service Design. The Service Industries Journal, 27, 91-104.
https://doi.org/10.1080/02642060601122587

[6]   Ma, Q., Tseng, M.M. and Yen, B. (2002) A Generic Model and Design Representation Technique of Service Products. Technovation, 22, 15-39.
https://doi.org/10.1016/S0166-4972(00)00085-7

[7]   Fitzsimmons, J.A. and Fitzsimmons, M.J. (2001) Service Management: Operations Strategy and Information Technology. 3rd Edition, McGraw-Hill Inc., Singapore

[8]   Edvardsson, B. (1997) Quality in New Service Development: Key Concepts and a Frame of Reference. International Journal of Production Economics, 52, 31-46.
https://doi.org/10.1016/S0925-5273(97)80765-7

[9]   Goldstein, S.M., Johnston, R., Duffy, J. and Rao, J. (2002) The Service Concept: The Missing Link in Service Design Research? Journal of Operations management, 20, 121-134.
https://doi.org/10.1016/S0272-6963(01)00090-0

[10]   Mueller, R.D., Palmer, A., Mack, R. and McMullan, R. (2003) Service in the Restaurant Industry: An American and Irish Comparison of Service Failures and Recovery Strategies. International Journal of Hospitality Management, 22, 395-418.
https://doi.org/10.1016/S0278-4319(03)00072-0

[11]   Shostack, L. (1984) Desing Services That Delivery. Harvard Business Review, 84115.

[12]   Shostack, G.L. (1987) Service Positioning through Structural Change. The Journal of Marketing, 34-43.
https://doi.org/10.2307/1251142

[13]   Lovelock and Wirtz (2011) Services Marketing-People, Technology, and Strategy. 7th Edition, Pearson Prentice Hall.

[14]   Bitner, M.J., Ostrom, A.L. and Morgan, F.N. (2008) Service Blueprinting: A Practical Technique for Service Innovation. California Management Review, 50, 66-94.
https://doi.org/10.2307/41166446

 
 
Top