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[마케팅] 일본요리전문점 KOKEKKO 서비스경영전략 제안(영문)

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레포트 > 경제경영계열
2011.06.08
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[마케팅] 일본요리전문점 KOKEKKO 서비스경영전략 제안(영문)에 대한 자료입니다.

Contents
1. Introduction
1-a Why we chose?
1-b Overview
2. External analysis
2-a Service purchase decision
2-b Competitor analysis
2-c Servperf
2-d Measuring service quality
3. Internal analysis
3-a Strategic service vision
3-b Service blueprint
4. Problems
4-a Extreme popularity
4-b Bottleneck
5. Recommendation
5-a Bottleneck
5-b Expansion

본문내용

2-a Service purchase decision
To analyze the external factors of Kokekko, we had to think about the service purchase decision such as service qualifier, service winner and service loser of restaurants located in front of the Korea University’s main entrance.
There were many kinds of factors that could be service winner. ‘Taste’ was the most significant service winner. If served foods were delicious, many students eager to consume the dining service. Another significant service winner was price. Many students liked to visit main entrance’s restaurants because their price was reasonable. And also, service fastness was a service winner too, because many students had to rush for their lunch and go back to the class faster. Of course, kindness was also a service winner of the restaurants.
The most significant service loser was failure of the cleanliness. From one example, we were able to get this answer. One day, a dead cockroach appeared on the dish of ‘D restaurant’. Students who were having their lunch complained about it, but an employee simply scooped up the disgusting part and gave them back to continue their meal. After this incident, many students avoided going to the D restaurant. This fact can make a conclusion that failure of the cleanliness is a significant service loser. And we can also know that rude treatment such as ‘scooping up the cockroach’ is a factor of service loser, too.
Failure of the service fastness was a service loser, too. It includes late delivery of dishes and too much waiting line. Because ‘time’ is a major factor that students should consider about (especially students who have class at 12:00 am ~ 01:15 pm), failure of the service fastness could be critical fact of not visiting the restaurant.
From analyzing service

#KOKEKKO #서비스 #전문점 #서비스경영전략 #일본요리전문점

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