Case-8-Accra-Beach-Hotel Analysis
Mc Donald’s and Subway
Services Marketing
2011
Submitted By: Ankit Singh
Mc Donald’s and Subway
Table of Contents
CORE SERVICE AND VARIOUS SUPPLEMENTARY SERVICES…………………………………………………………………………………..5 FACILITATING SERVICES ......................................................................................................................................... 8 ENHANCING SERVICES ......................................................................................................................................... 10 HARD AND SOFT SERVICE STANDARDS .................................................................................................................... 11 CHANNELS OF SERVICE DELIVERY ............................................................................................................................. 14 COMMUNICATION MIX ............................................................................................................................................ 16 SERVICE BLUEPRINTING............................................................................................................................................ 21 SERVICESCAPE .......................................................................................................................................................... 23 SERVICE QUALITY GAP MODEL AND QUALITY DIMENSIONS ................................................................................... 28 PRICING STRATEGY ................................................................................................................................................... 35 Critical Analysis ......................................................................................................................................................... 42
3
Mc Donald’s and Subway
Table of Figures
Figure 1: SubWay - Flower of Service
Services Marketing
2011
Submitted By: Ankit Singh
Mc Donald’s and Subway
Table of Contents
CORE SERVICE AND VARIOUS SUPPLEMENTARY SERVICES…………………………………………………………………………………..5 FACILITATING SERVICES ......................................................................................................................................... 8 ENHANCING SERVICES ......................................................................................................................................... 10 HARD AND SOFT SERVICE STANDARDS .................................................................................................................... 11 CHANNELS OF SERVICE DELIVERY ............................................................................................................................. 14 COMMUNICATION MIX ............................................................................................................................................ 16 SERVICE BLUEPRINTING............................................................................................................................................ 21 SERVICESCAPE .......................................................................................................................................................... 23 SERVICE QUALITY GAP MODEL AND QUALITY DIMENSIONS ................................................................................... 28 PRICING STRATEGY ................................................................................................................................................... 35 Critical Analysis ......................................................................................................................................................... 42
3
Mc Donald’s and Subway
Table of Figures
Figure 1: SubWay - Flower of Service