HM 442 Service Marketing

subject Type Homework Help
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subject School Penn State University
subject Course hm442

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Final Project
HM 442 Service Marketing
Yu Yang
In service marketing class, we have learned four customer gaps which include listening gaps, service
design and standards gaps, service performance gaps and communication gaps. that people experienced in
our industry, and we also studied how to solve these issues and make our customers happy again.
Nowadays, more and more business start to focus on service that they render to customers, especially in
our industry.
TRB Hutong Restaurant
TRB Hutong is a modern French restaurant located inside a historical Temple courtyard, formerly a
television factory and this temple courtyard built in Qing Dynasty, around 600 years ago.
Upon arrival, we were greeted with a warm welcome by the security guard outside of the restaurant
and then we went to the front desk and confirmed our reservation. Since me and my boyfriend went there
for our two-year anniversary, the manager came to us and took us to our table, which is the most popular
window seat in the restaurant. When we got to our seats, I noticed there was a beautiful bouquet on the
table that the manager prepared for us with a card “Happy Anniversary” on it. I was very surprised by
how much they pay attention to their guests and how much they care about their guests. This could be
seen as customer gap one, they knew what did their customers need and expected, moreover, they went
beyond their service standard. The waitress came to us very fast after we sited there for only 3 mins.
Before we booked the restaurant, we checked their menu and we really love the classic menu, however,
when we ready to order, the waitress told us the classic menu was replaced with Thanksgiving special
menu, so there was no classic menu for today. We were a bit disappointed since we came here for the
classic menu but they didn’t have it now. The waitress saw our disappointment and ran to the chef and
checked for us if the chef could do the classic menu for us. The result turned into yes, we could order the
classic menu. From here, I feel TRB did a really good job on training their employees to be flexible
instead of just replying the customers “no, we can’t.” For customers gap 4, I personally feel they didn’t do
a good job because the waitress didn’t tell us in advance that we have to pay for the water, and they just
charged us $60 for two bottle of waters. The manager could change this situation by training the
employees better with communication skills.

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