Fortsätt till huvudinnehåll

Perception of quality and creating that warm and fuzzy feeling...

This is a short reflection of the two sides of satisfaction: perception of quality and emotional reactions.


Perception of quality:

According to professor Margareta Friman expected quality and satisfaction are connected. For example: if there is an expectation of high quality, like a 5-star restaurant, it usually also leads to high satisfaction. Also expectation of low quality usually leads to lower satisfaction, according to Tore Pedersen. In our restaurant we have a challenge. Previously, there used to be another restaurant in the same location. This restaurant didn’t have a reputation of high quality. So when we opened a new restaurant in the same location, unfortunately low expectations on quality kept following us. Guests visiting the restaurant are all happily surprised to receive high quality service and food. They say that they did not expect high quality from us, mostly because of the old restaurants reputation. Still we have difficulties to persuade new guests to visit us, and even guests that have visited us to return. So we believe that even though the guest has been satisfied with they visit, it takes a long time to build up a reputation of high quality. Thus, satisfaction is something experienced over short time. Quality is something acquired over long time.

Emotional reactions:

According to Wilson & Gilbert (2003) our emotional reactions are based to past experiences. But instead of replaying past emotions, people often recall the details of an experience and have emotional reactions to these memories. These memories of the past experienced can be biased, so the feelings from their memoires might actually be different from the feeling they originally experienced.

Positive emotions lead to: purchase decisions, loyalty and wellbeing, says Lars E Olson. In our restaurant, if we can affect positive emotions it will lead to more visits, loyalty to our restaurant and wellbeing for our guests. A win-win! So now we have to figure out: what brings positive emotions to our guests, so that they will link these emotions to our business? Creating a welcoming ambience, great service and quality of course, but what else gives our guest this warm and fuzzy feeling? Any suggestions would be appreciated.

Kommentarer

Skicka en kommentar

Populära inlägg i den här bloggen

Moduel 4 about customer interractions

In the coming blogs and in the course we will dive into the exciting world of customer interactions. This I believe really is the core of any business: the customer and the service provider interracting with each other. I’m looking forward to learn about the theories connected into customer interraction.  Having worked in customer service my whole life (since I was 14, and still going strong!) I have decades of emiprical experience on the subject. I absolutely love meeting and talking to my customers. My style of service is personal, engaging and preferably humoristic, when applicable.  Although I consider myself being a person who gets along with everyone, I still meet an angry or dissatisfied customer every now and then. The challenge is to try to change their perspective, and make things right. 99 times out of 100 it works out well. I’m looking forward to read about the academics point of view when it comes to good practises in customer interraction, and what to do ...
Skicka en kommentar
Läs mer

influencing the restaurant customer

Here is a couple of ways we could use the principles of persuasion to improve customer experience in our restaurant: Authority: the chef could present the menu, preferably in person by the table in and tell something about for instance how the food is prepared. Or if the chef is not available in person e could write a description or a story about the menu composition in the menu for the customer to read about. Our sommelier can organize wine/beer/spirit tasting and tell about the products qualities. This engages the customer and at the same time educates/gives new information about the product while offering a pleasant customer experience. Scarcity: We can offer menus or drinks for limited time only. For instance special menu for Easter, Mother´s day, midsummer or Christmas. Also in the bar we can offer beer of the month, cocktail of the month or other special limited time offers. Food or drinks can also be offered on season, for instance fresh berries during the summer or m...
En kommentar
Läs mer

A visit to a funeral agency

Due to a recent personal loss, last week I visited a funeral agency. Since this visit for obvious reasons is very much on top of my mind, I will take this opportunity to reflect upon the physical space and servicescape of the funeral office. This being my first visit to a funeral office, I did not know what to expect, more than what I had seen on tv, or a different kind of agency (general script). Physical space: The office entrance was discrete with a small waiting room. The office space had a clean scandinavian design. There were two private offices. An agent geeted us by the door, and was kind to squeeze us in on a short notice. The office room was small and overfurnished, filld with piles of paper. But there was a shelf of miniatures of coffins, which made it easier for us to pick the right model, according to our budget.   Digital space: The agent used their web page as a reference, a lot of information and their enlisted products and services where easily accessed. ...
Skicka en kommentar
Läs mer