MNG00441 Hospitality Services Management Activity Booklet Eighth edition CRICOS Provider: 01241G © 2018 Southern Cross University Southern Cross University Military Road East Lismore NSW 2480 No part...

Running Header: MNG00441 – Hospitality Services Management – Activities             1
MNG00441 – Hospitality Services Management – Activities         2
MNG00441 – Hospitality Services Management – Activities
MNG00441 – Hospitality Services Management – Activities
Activity 3.2
The overall relationship amongst productivity as well as customer satisfaction can be stated to be complex. In essence, service quality as well as productivity management represent quality and the productivity in being twin paths for creating value to both the end customers as well as overall organizations (Rew et al. 2018; Agya Yalley and Singh Sekhon 2014; Gummesson 2014). Effectively, individual level relationships amongst the service productivity, satisfaction of the customers by way of service excellence as well as profitability can be stated to be interlinked. While examining this individual interlinking, one could note that, higher levels of customer satisfaction shall lead to the improvements in bottom line by way of higher levels of repeat purchases, share over the revenues, as well as refe
als (Rew et al. 2018; Agya Yalley and Singh Sekhon 2014; Gummesson 2014). In similar manner, higher levels of productivity shall result in higher levels of profitability on account of the costs getting reduced (Rew et al. 2018; Agya Yalley and Singh Sekhon 2014; Gummesson 2014). However, the overall relationship amongst productivity as well as customer satisfaction can get complex. Overall, there seems to be
oader notion concerning service productivity in terms of the trade-off concerning customer satisfaction. The relationships, however, amongst the productivity, profitability, as well as service quality could essentially conflict. It cannot be said, although, that alignment of optimal productivity and service excellence is entirely impossible (Rew et al. 2018; Agya Yalley and Singh Sekhon 2014; Gummesson 2014).
In the context of the business under focus, the 2nd Chance Café which focuses on millennial customer group targeting on the trends like vegan diet, faux hipster lifestyle and the love for animals, the overall service focus shall take precedence over operational productivity. While optimal productivity shall be pursued and aimed for, the same shall not take precedence over service quality / excellence.

Activity 3.3
For 2nd Chance Café, technology can be used in various ways to enhance the service quality, communication, marketing, etc. in the following ways – [i] using websites and social media platforms for communication and engagement with customer and creating an interactive digital platform wherein the customers could discuss amongst themselves and interact with the management (Lovelock et al. 1998; Khan & Khan 2009), [ii] emails and other internal communication tools to enhance collaboration, communication and integration of functions within the café for...