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customer 客服(必胜客)

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U1247224 Content
1.0 Introduction........................................................................................1
2.0 Service Package...............................................................................2-3
3.0 Service Blueprint.............................................................................3-4
3.1 Service Improvement......................................................................4-5
4.0 Dimensions of service quality.........................................................5-6
5.0 Walk Through Audit.......................................................................6-7
5.1 Service Gaps Model.........................................................................7-8
6.0 Recommend.........................................................................................9
7.0 References..........................................................................................10
8.0 Appendices...................................................................................11-12SG2037 1

U1247224 Case Study
1.0 Introduction
Pizza Hut company is the world's largest restaurant group - the global restaurant group Yum, Yum currently has more than 32,500 family restaurant chain in more than 100 countries worldwide, is a global leader in multi-brand restaurant industry collection. Appearance of the roof as a significant sign of the restaurant Pizza Hut, now the world's largest pizza chain monopoly. 1958 American young brothers Frank and Dan Camey, borrowed $ 600 from his mother in the United States Wichita opened the first Pizza Hut restaurant. 1968 Pizza Hut opened its first overseas branch in Canada, from the beginning to the international market. In more than one hundred countries around the world, received more than 4.00 million digits of customers every day, more than 1.7 million pizzas baked. Pizza Hut has a restaurant on turnover and the number is rapidly becoming the world's first pizza restaurant chain enterprises.
2.0 Service Package
Service Package is supporting facilities, including aids to achieve the interests of dominant and recessive constitution, emphasizing the nature of the service. Usually "Service Package" by the four parts together constitute: supporting facilities, ancillary items, the dominant service, hidden services. 
Supporting facilities The general election will be in place and convenient transportation, easy access to the place, its facilities generally have rules and regulations signage, advertising licensing legislation, the introduction of new products, toilets, childers's toys. Pizza Hut has a uniform appearance of the image, unified identity, unified management standards. It is a prominent personality in the physical market, with a consistent and unified cultural SG2037 2

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