Customer Journey Mapping at The Crystal Maze: A Management Operation Analysis

Management Operation

TABLE OF CONTENTS
INTRODUCTION.......................................................................................................................3
Customer journey mapping at The Crystal Maze........................................................................4
Physical evidence.........................................................................................................................4
On stage interactions....................................................................................................................6
Back stage interactions................................................................................................................7
Support process............................................................................................................................9
CONCLUSION AND RECOMMENDATIONS........................................................................9
REFERENCES................................................................................................................................1

INTRODUCTION
Management operation is the area which is concerned with the business administration
practices, to create the high level of efficiency possible within an organization. It is the most
important factor an individual organization should understand and adopt in definite manner from
where the company can be able to operate with the organization effectively (Agid and Akama,
2018). These operations include the set of tools and techniques from where the behaviour of the
people and processes can be managed in definite manner and can deliver the outcome in positive
way. Thus, it helps and supports to achieve the overall growth and development of the company
and can meet the set organizational objectives (Costa, Patrício, Morelli and Magee, 2018). The
report is based on customer service management at the hospitality sector where it is the major
role of the organization to puts their focus on the consumer service area.
The Crystal Maze is the British game show where this focuses on the teams of the
contestants where range of challenges has been given to each other and can earn the various
prizes. This game can be played by anyone who aged 13 or above and nowadays this game can
be played at the home. In the given case study, it has described the live experience of the Crystal
Maze where 16 challenges of around 2 minutes each player and one of them can participate in
the challenge where rest of the people watch and support the player. In this game, group of 8 will
basically found and play 2 games each. The game is played at the London where it includes men
and women both and can win the exciting prizes.
Also, it has described that before entering the crystal dome, players has wear the jackets.
However, the entire case study is based on how the game experience was and what was good and
what not. In addition, it is important for any organization and show to understand the customer
expectations and trends from which the maximum number of players or a consumer Crystal
Maze can attract and influence in definite manner (Cachon, Girotra and Netessine, 2020). It is
important to understand this concept because customer needs and expectations fulfilment is one
of the major concern for the organization so that they can create a good and reputed image in the
market which will help and support them to increase their productivity level and leads them to
achieve success. However, this report will cover all the major areas of the consumer journey and
will also include the mapping section as well. Also, the service blueprint tool will be utilized in
this report according to the given scenario and case study and provide the customer journey by
considering the secondary elements. At the final of the report, it will demonstrate and examine