Service Quality Report

Topics: Spice, Customer service, Customer Pages: 4 (1445 words) Published: August 27, 2013
The Three Stage Model of Service Consumption

Pre-Purchase Stage

I am a lover of spicy foods and from time to time, I have serious cravings to have food that will burn my tastebuds. Last weekend was one of those days where my need for spicy food aroused and in no time I took the internet to find the place which served the spiciest food here in Melbourne. The criteria's I was looking at was food which is not only spicy but also tasty and a full dinner course which will cost me not more than $50. To find information on restaurants, I always go to a website called Urbanspoon. The website contains detailed reviews of restaurants and it also has customer reviews of the restaurants. In addition, the website has a rating system so the customers can rate the restaurants on the basis of food quality, price and service. Customers can rate the restaurants in each of the 3 criteria's from a score of 1 to 5, with 5 representing the highest score and 1 the lowest. Also, there is a section on the website which shows you how much a meal is likely to cost you in the restaurant you are looking to go. As I had a evoked set in front of me, the website was just ideal for me as it gave me a lot of possible options to evaluate the three criteria's I was look at. Moreover, the available information helped me to evaluate my options quickly and accurately.

After evaluating all the available options, I decided to go to a restaurant in the Melbourne CBD called 'Crazy Wings'. The main reason I picked that restaurant was because the food was cheap and after reading the customer reviews I was convinced that the food they served was actually spicy. The only perceived risks which I was worried about was physical risks as in few of the customer reviews, I saw that few of the customers fell sick after having the food. To eliminate the risk, I put up a status on my Facebook to get some feedback on the restaurant from people who visited it. Luckily, a few of my friends did go there and...
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