Sushi King

Topics: Customer service, Customer relationship management, Service system Pages: 7 (2293 words) Published: November 21, 2012

introduction| 2|
Question 1 (9 degrees of method)| 3-6|
Question 2| 7-9|
conclusion| 10|
Appendix and reference| 11-13|

Sushi King first opened in 1995, pioneering a new era of Japanese cuisine in Malaysia with our unique ‘Kaiten Sushi’ or ‘Revolving Sushi’ with quick service restaurant concept. Offering range of Japanese cuisine where everyone can enjoy it t really affordable price. With the nice environment that they have , they are really gaining quickly popularity to become the favorite among locals foreigners taste. From a single outlet in Kuala Lumpur, we have grown to encompass over 70 (and counting) restaurants nationwide, distinguishing themselves as the largest sushi chain of restaurants in the country. The affordable price, efficiency of services from their restaurant had proved that they have the distinctive advantages, our specially equipped sushi-making machines and conveyor system showcasing quality sushi in a hygienic environment, as we offer quick and fresh food to suit today’s fast pace of life. The unique experience of selecting from a variety of sushi dishes on the revolving conveyor belt at leisure has attracted a wide variety of customers from all walks of life, from Japanese tourists and expatriates to even those initially unfamiliar with Japanese cuisine. Today, we have expanded our expertise to include specialized catering services for a variety of events and functions. As they continue to grow, we set our sights on further regional and eventually international expansion. Come and indulge in the Sushi King experience today.

Question 1
Based on your understanding of Services Management, please explain to the Regional General Manager of “Sushi King SDN BHD” the findings of your study on his company pertaining to the 9 methods (degrees) of classifying services 9 Methods (Degrees) Of Classifying Services

In Service Management, there are nine methods (degrees) of classifying services. This method helps the company to classifying the services according to the characteristics. The first degree of classifying services is degree of intangibility. In terms of degree of intangibility, all services can be placed on a continuum ranging from low to high intangibility. For example, the higher the intangibility of Sushi King, the more difficulties customers experience when evaluating the offering. Intangibility can poses problems for the operating system since intangible things cannot be stored. Besides that, intangibility things are also difficult to standardize, making the quality much more dependent on the employee providing that particular service. Service also cannot be readily displayed or communicated. In Sushi King if the worker posses to high intangibility, it will be difficult for customer to experience on what they perceived for that services when evaluating the performance. Customer Contact Required

Customer contact required has one of the characteristics that is the fact that demand for the service is often instantaneous and cannot be stored and that a flaw in the service operating system will have an immediate, direct effect on the consumer. The interaction between the employee and the customer means that the service employees have to be both competent and communicative. Therefore it becomes even more important to select and train employees that fit these criteria in order to perform their jobs well as front office employee. In sushi king, the interaction between employees and customer is very important as it will perform their ways of job very well in order for them to have both competent and communicative.

This is not necessarily the same as the previous dimension. Production and consumption can occur simultaneously without the customer being present. Home banking and phone banking, for instance, allow the consumer to consume the service without face to face contact with the sushi king service...
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