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    Service Marketing Assignment

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    Heba Ashraf
    The document describes the components of a service blueprint for a restaurant, including the physical evidence customers see, their actions during the service, interactions with onstage employees, the line of visibility separating frontstage and backstage work, activities of backstage employees, internal interactions between employees, and supporting processes like scheduling and kitchen appliances. It then provides a detailed description of how each component is demonstrated during a customer's experience at the restaurant from being seated to ordering food to paying the bill.

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    Service Marketing Assignment

    Uploaded by

    Heba Ashraf
    40 views4 pages
    The document describes the components of a service blueprint for a restaurant, including the physical evidence customers see, their actions during the service, interactions with onstage employees, the line of visibility separating frontstage and backstage work, activities of backstage employees, internal interactions between employees, and supporting processes like scheduling and kitchen appliances. It then provides a detailed description of how each component is demonstrated during a customer's experience at the restaurant from being seated to ordering food to paying the bill.

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    The document describes the components of a service blueprint for a restaurant, including the physical evidence customers see, their actions during the service, interactions with onstage employees, the line of visibility separating frontstage and backstage work, activities of backstage employees, internal interactions between employees, and supporting processes like scheduling and kitchen appliances. It then provides a detailed description of how each component is demonstrated during a customer's experience at the restaurant from being seated to ordering food to paying the bill.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    40 views4 pages

    Service Marketing Assignment

    Uploaded by

    Heba Ashraf
    The document describes the components of a service blueprint for a restaurant, including the physical evidence customers see, their actions during the service, interactions with onstage employees, the line of visibility separating frontstage and backstage work, activities of backstage employees, internal interactions between employees, and supporting processes like scheduling and kitchen appliances. It then provides a detailed description of how each component is demonstrated during a customer's experience at the restaurant from being seated to ordering food to paying the bill.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 4

    Name: Heba Ashraf Youssef

    ID: 190320

    Services Marketing

    Doctor Reham ElSaeidy


    Components of Blueprint:
    1) Physical evidence: This is what the customer can see and use , includes the
    restaurant, tables and chairs, menu, cooked meal, and receipt
    2) Customer Actions: what customers do during the service experience,
    includes visiting the restaurant, sits at table, order meal, eat meal and pay
    for meal.
    3) Line of interaction: It is the direct interactions between the customer and
    the organization.
    4) Onstage contact person: what customers see and who they interact with,
    including greeting the customer, showing customer the table, taking the
    order and delivering the meal.
    5) Line of visibility: A key characteristic of service blueprinting is that it
    distinguishes between what customers experience “front stage” and the
    activities of employees and support processes “back stage,” where
    customers can’t see them. Between the two lies what is called the line of
    visibility.
    6) Backstage contact person: all other employee actions, preparations, or
    responsibilities customers don’t see but makes the service possible,
    includes assigning the table, adding order to queue to be cooked, preparing
    food and processing payment.
    7) Line of internal interaction: It separates contact employees from those who
    do not directly support interactions with customers/users
    8) Support processes: Many support processes involve a lot of information,
    including the scheduling system, kitchen appliances and point of sales
    system.
    Detailed Description:
    First the physical evidence when the customer arrives at the restaurant, a valet
    parks their car. They leave their coats in the coatroom and enjoy a drink in the bar
    area while waiting for their table. The act concludes with them being escorted to
    a table and seated. Then the Customer actions when the customer reach the table
    in the dining room, he will sit, review the menu and place the order. And then the
    line of interaction between the customer and the onstage contact person. The
    onstage contact person includes greeting the customer and showing him his table
    in the restaurant, provides suggestions for food, taking the customer’s order and
    delivering the meal to the customer. Then the line of visibility where the
    employee or the organizational processes become invisible to the customer. After
    the line of visibility, the backstage contact person will occur which is behind the
    scenes activities to support front stage activities, and it includes the waiter
    assigning the table to the customer, then adding order to queue to be cooked,
    preparing the food that the customer has ordered and processing the payment.
    After that the line of internal interaction which separates employees who have
    direct customer contact with those who don’t directly support customer. Then
    the support process which includes the scheduling system and the kitchen
    appliances.

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