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    sweetu_bharati
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    The document instructs the reader to visit two competing retailers or restaurants that have different approaches to service. It provides a template to compare and contrast key parameters between the two establishments. For example, one could compare how Landmark and Crossword bookstores differ in their shelf management, ambience, number of staff, website features, billing options, store outlets, recommendations to customers, and services offered. Or one could analyze how an urban Punjabi dhaba like Urban Tadka varies from a simulated rainforest restaurant like Rain Forest in their theme, booking policies, menus, pricing, entertainment, home delivery, feedback collection, and additional services. Making these observations allows for an insightful comparison of the nature of services between competitors in the

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    Service marketing

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    The document instructs the reader to visit two competing retailers or restaurants that have different approaches to service. It provides a template to compare and contrast key parameters between the two establishments. For example, one could compare how Landmark and Crossword bookstores differ in their shelf management, ambience, number of staff, website features, billing options, store outlets, recommendations to customers, and services offered. Or one could analyze how an urban Punjabi dhaba like Urban Tadka varies from a simulated rainforest restaurant like Rain Forest in their theme, booking policies, menus, pricing, entertainment, home delivery, feedback collection, and additional services. Making these observations allows for an insightful comparison of the nature of services between competitors in the

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    10 views7 pages

    Service Marketing

    Uploaded by

    sweetu_bharati
    The document instructs the reader to visit two competing retailers or restaurants that have different approaches to service. It provides a template to compare and contrast key parameters between the two establishments. For example, one could compare how Landmark and Crossword bookstores differ in their shelf management, ambience, number of staff, website features, billing options, store outlets, recommendations to customers, and services offered. Or one could analyze how an urban Punjabi dhaba like Urban Tadka varies from a simulated rainforest restaurant like Rain Forest in their theme, booking policies, menus, pricing, entertainment, home delivery, feedback collection, and additional services. Making these observations allows for an insightful comparison of the nature of services between competitors in the

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 7

     Visit two competing retailers that you believe

    have different approaches to service and are


    from the same industry.

     Compare and contrast the nature of services


    between them
    LANDMARK PARAMETERS CROSSWORD
    Books, movies and music, Core products Books, movies and music CD’s
    children section,cards
    Watches, bags, perfumes,
    stationary, soft toys, sports Supplementary Products Pens, stationary, soft toys
    items, pens

    Books are not orderly placed.


    Well arranged & neatly placed Shelf management Very haphazard

    A little noisy, not apt for


    Very peaceful environment. Ambience reading.

    No. of shop attendants are No. of shop attendants are less


    adequate. Staff than required

     PAN India quiz contest Events Award functions


    Promotional events

    4-5 help desks within a single


    store Help desk only one Information desk.
    LANDMARK PARAMETERS CROSSWORD

    Has information about its entire Website Has information only about books
    product portfolio.

    Conducted on a personal Children activities Conducted on a weekly basis by


    request. crossword.

    4-5 billing counters in a single Billing counters Only one billing counter.
    store.

    PAN India - 16 Outlets Store Outlets PAN India – 64 Outlets

    “Landmark recommends” Recommendations to “Top 10’’ ratings provided by


    Customers crossword.

    Dial – a - book Dial – a – book


     “LANDMARK” Gift card Other services Fax- a – book
    Email –a – book
    Gift vouchers
     Visit two competing restaurants / hotels that
    you believe have different approaches to
    service and are from the same industry.

     Compare and contrast the nature of services


    between them
    V/S
    Urban Tadka Parameter Rain Forest

    Punjabi Dhaba style Theme A simulated rainforest

    First cum First serve Book-A-table facility Book a table via phone call

    Wooden plate Menu card Laminated paper bound

    Relatively limited choice Menu Choices offered Wide range of cuisines

    Moderately priced Pricing Relatively expensive


    (Exclusive of taxes) (Inclusive of taxes)
    Urban Tadka Parameters Rain forest

    Folk music Entertainment Soft rock music


    LCD display Huge projector TV

    Yes Home delivery service No

    No Valet parking Yes

    No feedback form. Feedback Service Feedback form provided with


    cheque

    Annual Membership card


     No such services offered Valued added services “Wine with dine offer”
    Calling light facility

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