Customer Satisfaction and Profit Generation

Running head: CUSTOMER SATISFACTION AND PROFIT GENERATION
Customer Satisfaction and Profit Generation
Name of the Student:
Name of the University:
Author Note:

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Table of Contents
Introduction:....................................................................................................................................3
1. Overview of the organisation:.....................................................................................................4
About Hell Pizza:.........................................................................................................................4
Products and competitors:............................................................................................................4
2. Key areas of responsibilities:.......................................................................................................5
1. Customer enquiry:...................................................................................................................6
2. Meeting customer queries:.......................................................................................................6
3. Reporting to the senior management:......................................................................................6
4. Product innovation:..................................................................................................................6
3. Three key strengths and weaknesses (Skills, Knowledge and Behaviour):.................................7
:........................................................................................................................................................8
Key Areas of development and Improvement:..............................................................................11
1. Improvement in customer management skills:......................................................................12
2. Gain more knowledge about restaurant management:...........................................................12
Part 2. Performance Measurement:................................................................................................12
Whakaiti - humility:........................................................................................................14
Whanaungatanga – others:.........................................................................................................14
Tāria te wā and kaitiakitanga - long-term thinking, guardianship:............................................14
Research Project:...........................................................................................................................15

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Research statement:...................................................................................................................15
Research objectives:..................................................................................................................15
Principal of Interpersonal Skills:...................................................................................................15
Mutual respect:..........................................................................................................................15
Credibility:.................................................................................................................................16
Positive attitude:........................................................................................................................16
Tolerant attitude:........................................................................................................................16
References:....................................................................................................................................17

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Introduction:
Customer satisfaction has emerged as one of the most formidable profit generation
strategies of multinational companies. Ramanathan, Subramanian and Parrott (2017) point out
that multinational companies strive to integrate the two variables namely, customer satisfaction
and profit generation. The authors mentioned that the customer satisfaction can not only be used
to generate profits but also to develop new products. Business organisations today emphasise on
developing products which are aligned with the expectations of the customers in order to ensure
retention of existing customers and attracting new customers. The importance of customers’
satisfaction has been explored by Zablah et al. (2016) in their work titled, ‘A cross-lagged test
of the association between customer satisfaction and employee job satisfaction in a
relational context.’ The authors expanded the role of customers’ satisfaction into human
resource management and employee retention in the business companies. The relationship
between the independent variable customer satisfaction and two dependent variables namely,
employee job satisfaction and profitability has been established in the work. In fact, it can be
pointed out from the review of these two pieces of literature shows, performance of the front line
employees involved in the marketing and sales of products share causal relationship with
customer satisfaction and the dependent variable, profit generation. I would aim to explore the
causal relationship between customer satisfaction and profit generation in this research. The
paper in order to conduct an in-depth research on the topic would take into account the two
variables, employee job satisfaction and employee performance. The research would rest against
the backdrop of Hell Pizza , the pizza retail chain based in New Zealand. I would conduct the
research from the view of a duty manager employed with Hell Pizza, the role which I played
during my internship project.

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1. Overview of the organisation:
About Hell Pizza:
Hell Pizza was founded in 1996 in Kelburn in New Zealand by Callum. The firm today is
a multinational pizza retail chain operating in the United Kingdom, Australia, Seoul, India and
Vancouver. The company adopts both wholly owned outlets and franchisee model to expand its
business in its home country as well as in the host country. Hell Pizza operates as a pure Kiwi
chain of restaurant owning more than 50 store all world. The pizza chain positions as a firm
employing young workforces, thus hinting that innovation forms a part of its core business
strategies.
Products and competitors:
The main product offerings Hell Pizza consist of pizzas, pastas, sides, dips, desserts and
nectar. A deeper look into the product line of Hell Pizza would reveal that it is aligned with the
preferences of customers in order to ensure customer satisfaction. First of all, the pizzas are
available in different variants like gourmet pizzas and seafood pizzas. Further, it can be pointed
out that the pizzas are available in different sizes like double pizzas and dairy free pizzas. The
fast food chain also sells healthier variants of pizzas which are gluten free. Hell Pizza in order
serve customers who do not prefer pizza items like pastas. The salad products of the restaurant
consists of different types of salads like chicken salads and Greek style salads. The restaurant
chain serves wide variety of desserts and beverages. Thus, it is evident that the product line of
the firm is designed to meet the preferences of an immense segments of customers
(Hellpizza.com, 2019). This ensures customers satisfaction among an immense customer
segments which in turn ensures retention of the customers. Similarly, it can be pointed out that

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product line of the restaurant also enables it to attract new customers as well. Thus, it is evident
from the discussion that customers’ satisfaction leads to profit generation.
The main competitors of Hell Pizza are the multinational fast food chains like Domino’s
Pizza. The competition to the market position of Hell Pizza is intensified by the fact that
companeis are Domino’s Pizza Inc. are listed and have presence in more markets than the former
(Dominos.com, 2019). A critical analysis of the product line of companies like Dominos would
reveal that their product lines are far more customer aligned compared to Hell Pizza. This is
evident from the fact that the product lines of these companies like Domino’s Pizza serves are
adapted to the preferences of the customers of the host markets. I can reflect from the point of
view of view of a duty manager that Hell Pizza however does not indulge into any product line
modification according to the customers’ preferences in the host markets. I would criticise this
product strategy of Hell Pizza since it resulted in lowering customer satisfaction which
ultimately resulted in lowering the profit generated. The outcome of this achievement of higher
level of customer satisfaction by multinational fast food chains like Domino’s Pizza is that they
are able to generate more revenue compared to Hell Pizza. In fact, I can also be pointed out that
while Hell Pizza is present in Australia, India, the United Kingdom, Vancouver and South Korea,
its competitors have presence in more than 50 nations. This comparison between Hell Pizza and
its multinational competitors like Domino’s Pizza once again brings into light the fact that
customer satisfaction is directly proportional to profit generation (Fornell, Morgeson III & Hult,
2016). The other competitors of Hell Pizza are the local pizza selling firms.
2. Key areas of responsibilities:
The following are the key responsibilities of a duty manager serving at Hell Pizza: