The quality of service provided by a company has been shown to affect consumer loyalty. Better service equates to loyal customers.
WEEK 1 DISCUSSION POST
The eight dimensions of service quality are reliability, assurance, performance, responsiveness, extended services, empathy, appearance, and reputation.
- Provide a brief introduction to the company with which you are working.
- Using the dimensions of service quality, develop a strategy to differentiate the company.
This post should be 200-300 words in length. Since you are engaging in research, be sure to cite in the body of the post and add a reference list in APA format.
WEEK 1 INTERACTIVE RESPONSES TO CLASSMATES
1st Interactive Response:
- Select one student's post and explain which dimension would be most important in gaining your loyalty.
2nd Interactive Response:
- Analyze another student's post and explain which dimension would be least important in gaining your loyalty.
Each reply should be one paragraph in length (or about 75 words) and must be substantive in nature. Do not simply say “I agree” or “That is great.” Specify why and be detailed in your explanation. You may use research in your responses, but it is not required.
In your own words, respond to the discussion and comments of classmates. Grades will be based on effectual, concise, and interactive feedback. The excessive use of quotes will directly impact performance since this indicates a lack of comprehension and shows that you may not have mastered the concepts.
Contains unread posts
posted Feb 6, 2019 11:09 AM
The Cajun Kitchen is an independent restaurant located within the Denver Metro area that is serving up authentic Cajun cuisine while providing an easy going atmosphere filled with traditional French Quarter and Mardi Gras memorabilia. This restaurant will provide the traditional take on New Orleans cuisine such as gumbo, creole, red beans, Po'boys, while specializing in Cajun seafood boils to include: crawfish, shrimp, and blue grab. All the food will be homemade, and shipped daily from Louisiana to provide the most fresh ingredients possible to the local community of Denver and more specifically the neighborhood of Highlands Ranch.
Its important for a business to differentiate themselves from the competition through development of a strong operational and marketing strategy that will showcase the ability to ensure customer satisfaction and loyalty are met. The eight service quality dimensions are reliability, assurance, performance, responsiveness, extended services, empathy, appearance, and reputation, which all act as a measuring quality standard to be followed by any business looking to provide the best produce and or service possible to consumers (Akins, 2008). The Cajun Kitchen offers a unique ambiance that includes paintings of French Quarter through the restaurant with actual old bricks from old New Orleans buildings. If this isn't unique I do not know what is. The perception is to make you feel as if you are enjoying a meal within the French Quarter, while enjoying the jazz and funky music provided from local musicians. This adds to the already locked in reputation as a excellent local restaurant/bar to enjoy fantastic cuisine, and the feeling of being on a vacation to NOLA. Also, the differentiation of the Cajun Kitchen reputation is the consistent seafood boils Thursday-Sunday that will take place to coincide with local musicians good tunes, and free flowing daiquiris, cocktails, and local beer. Lastly, a key differentiation is the amazing service and consistent quality of the food. The chef and line cooks, all reign from Louisiana, and know what traditional Cajun food taste like. The Kitchen staff take their jobs extremely serious and provide nothing short if perfection or it simply doesn't make it to the table. The service is equally as excellent, as the service staff are trained professionals in making people feel welcome and happy. All sharing that unique quality of embracing excitement, and being extremely appreciative of their time to dine with the Cajun Kitchen. Customer appreciation cannot be overlooked within any industry, and the staff take this to the next level by treating each guest as an important factor to the success of the business. With these service qualities in mind The Cajun Kitchen certainly has all the boxes checked to position itself as a true competitor within the restaurant industry.
Akins, C. (2008). 8 Dimensions of quality. Retrieved from: https://blog.gembaacademy.com/2008/05/28/8-dimensions-of-quality/
Contains unread posts
posted Feb 6, 2019 8:29 AM
The New Speedway Boogie Brewery is a microbrewery in the south Denver metro area. The brewery provides several core beers and up to three rotational and seasonal brews. The brewery has prime location in downtown Littleton and will become an integral part of the experiential craft beer experience in Denver.
The Brewery will differentiate itself in the context of service quality (Yarimoglu, 2014) by focusing on reliability, extended services, appearance, and reputation. Customers will become accustomed to a reliable neighborhood institution that provides a pleasing atmosphere and quality fare. New Speedway will go beyond brewing beer by facilitating an events venue for weddings, bachelor parties, food services through food truck partners, and local community support that will tie in with the public relations. The establishment and all brewery branded items to include t-shirts, beer labels and delivery vans will present a focused appearance that ties in with the marketing message and is consistent. Finally, the reputation of the beer, staff, and the venue itself will be above reproach. Families will be able to bring young children, friendly dogs to enjoy the community feel of the taproom. Managers will conduct surveys through social media and in the taproom to gauge customers’ views on the actual service.
Yarimoglu, E. K. (2014). A review on dimension of service quality models. Journal of Marketing Management, 2(2), pp. 79-93. Retrieved from https://jmm-net.com/journals/jmm/Vol_2_No_2_June_2014/5.pdf
Rubric Grading Scale:
CriteriaLevel 4 - Excellent
Level 3 - Proficient
Level 2 - Developing
Level 1 - Emerging
Quality of Initial Posting (first discussion only)
Initial posting reveals a clear understanding of all aspects of the threaded discussion question; uses factual and relevant information; and demonstrates full development of concepts.
Initial posting demonstrates legitimate reflection and answers most aspects of the threaded discussion question; full development of concepts is not evidenced.
Initial posting demonstrates some reflection and answers some aspects of the threaded discussion question; Limited development of concepts is evident.
Initial posting was not on topic; the response was unrelated to threaded discussion question; and post demonstrated only superficial thought and poor preparation.
Quality of Responses to Classmates
Responded to the required number of students and to the professor, if appropriate, for every discussion. Demonstrated analysis of others’ posts; extends meaningful discussions by building on previous peer posts and offering alternative perspectives.
Responded to almost all of the required students and to the professor, if appropriate, for every discussion. Provided comments and new information to other posts; not all responses promote further discussion of the topic.
Responded to some students and to the professor, if appropriate, for every discussion. Little depth in response; agreed or acknowledged one other classmate’s initial posting.
Did not respond to any student or the professor.
Reference to Supporting Readings/Information Literacy
Refers to and properly cites either course and/or outside readings in both initial posting and responses to peers.
Refers to and properly cites course and/or outside reading in initial posting only.
Makes some reference to assigned readings with some citations or cites questionable sources.
Makes no reference to assigned readings without citations or cites questionable sources.
Demonstrates mastery conceptualizing the problem; viewpoints and assumptions of experts are analyzed, synthesized, and evaluated; and conclusions are logically presented with appropriate rationale.
Demonstrates considerable proficiency conceptualizing the problem; viewpoints and assumptions of experts are analyzed, synthesized, and evaluated; and conclusions are presented with necessary rationale.
Demonstrates partial proficiency conceptualizing the problem; viewpoints and assumptions of experts are analyzed, synthesized, and evaluated; and conclusions are somewhat consistent with the analysis and findings.
Demonstrates limited or poor proficiency conceptualizing the problem; viewpoints and assumptions of experts are analyzed, synthesized, and evaluated; and conclusions are either absent or poorly conceived and supported.
Initial post occurs in a timely manner (1 – 3 days into module) allowing ample time for classmates to respond and engage.
Initial post occurs later (4 – 5 days into module) allowing limited time for classmates to respond and engage.
Initial post occurs substantially late (6-7 days into module) allowing minimal to no time for classmates to respond and engage.
Initial post occurs after the first week of the module.
18 points minimum
16 points minimum
14 points minimum
0 points minimum