Service Marketing

Components of Core Service for a

Restaurant

By
Shishir Gupta
Satyendra Veer Singh
Trishna Shukla
Shruti Dixit
Shikha Srivastava
Components of Core Service

Schedule Nature

Service Customer’s
Level Role
 Components of Core Service for a
Restaurant

► Nature of Service
 People Processing
Since Restaurants are oriented towards serving meals
along with experience to people.
 Components of Core Service for a
Restaurant

► Scheduling of Service
 Refers to how many services we can be
schedule/render in a day.
For Restaurants, services are
scheduled/rendered all day long. Since
restaurants are purposed to serve different
meals at different times; viz. breakfast,
brunch, lunch, tea ‘n snacks, dinner and also
meal between meals.
 Components of Core Service for a
Restaurant

► Level of Service
 The service level is the measure of the levels of explicit and implicit benefits.
Since Restaurants are wholly experiential based service therefore the level of
service leaves a great impact on customers perceived value. There are many
indicators that direct to the level of service, some being-
- Quality of food offered
- Ambience
- Customer Service
- Outdoor Services ( Parking lots, waiting area etc)
- Timely
 It is a well-documented fact, that if a guest has a positive experience in a
restaurant they will tell between 40% to 60% of the people they meet about
that experience. Conversely, a guest who has a negative experience will tell
almost 95% of the people they meet and will typically describe the event in
more detail. So we can infer from this that experience should be imparted in
such a manner that it more or less leaves a positive impact on the customers.
 Components of Core Service for a
Restaurant

► Role of Customers
 Refers to the level of involvement of customers in service activities.
Since Restaurants are a kind of service that seek for Higher involvement at
the level of customers. Therefore the role of customers happens to be very
significant specially in following respects
- Giving feedbacks and remarks
- The Occupancy and time willing to spend
- Frequency of visits
- The nature of demand put forth by the customers.
Components of Augmented Service for a
Restaurant

Augmented Service = Core Service + Supplementary Services

Supplementary Services
► Facilitating Services
 Information : Print Media, Websites, Catalogues, Yellow Pages
etc
 Order Taking
 Billing & Payment

► Enhancing Services
 Hospitality
 Exceptions