Service Blueprint and Service Encounters of Papa John's Pizza

This essay explores the service blueprint and service encounters of Papa John's Pizza. It discusses the front stage and backstage flow charts, the significance of service encounters, and implications for managers. The essay emphasizes the importance of service quality in the growth and development of the company. Subject: Services Marketing, Course Code: N/A, Course Name: N/A, College/University: N/A

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Introduction
It was the year 1984 when Papa john established its first restaurant. During the initial
period, the founder had purchased old equipment for making Pizza and started its process. In
1993, the company entered into the public sector and within one year it came up with almost 500
stores. Today it is known as one of the large pizza company in the world with presence in almost
50 countries. For the business like Pizza, service plays a very important role in the growth and
development of the company (Papajohnes, 2018). It is the service which makes this company
different from other competitors in the same segment. To maintain this service quality the Papa
John utilize one of the important flow charts that include the front stage as well as backstage
operations of the Papa John’s company which is known as service blueprint (Gronroos &
Ravald, 2011). The focus is also on the service encounters faced by Papa John`s along with
managerial implications related to service.
Service Blue Print
The blue print is basically a concept which includes both the supportive and operational
process of the company. It is actually a tool in the hands of the company management which
helps the company to compare their performance with the performance of the competitors.
Blueprint also includes those activities which we cannot measure but can feel their impact on the
image of the company (Mon & Pil, 2017). Every process follows some fixed path or a
prerecorded way which is known as the chart that directs the flow of any company value
creation. For any service organization service, blueprint has the significant position. It is this
service blueprint which helps the Papa John`s to hold their strong customer base by providing
the best quality service which is being expected from the service provider like Papa Jhon`s. This
service blue print also provides them with the necessary support which is required to solve any
kind of conflicts.
Front stage-flow chart
Check-in
Order is prepared
and made available
at the counter.
The customer takes
pizza (Eat or Take
away)
Information is
stored in the
computer along
with order placed
The attendant
takes order and
information
Greeted by
attendant
Order placed by
the customer with
payment

This chart reflects the front stage flow of the Papa John`s Pizza operations. It stands in
the form of the daily logo which reminds them about their success in the segment of Pizza. In
this chart, a systematic flow of operation is maintained in order to make a daily impact on the
potential customers. They have actually formed a separate mode of reorganization in which they
want their customers to remember them with the help of their symbols, employees’ uniform,
their sitting arrangement and their warm welcome for the customers (Hossain, Enam & Farhana,
2017). These elements act as the component of trust for the potential customers and the
reflection of their services. The front stage process is actually focused on three main components
which are the mark of any form of restaurants. One is employees, process flow and aesthetics of
the restaurant.
The front end stage begins when the customer recognizes the logo of the restaurant and
decides to check-in the restaurant. During the arrival of the customer, the employees of the
restaurant welcome the customer with the warm heart. Then the customer movies towards the
counterpart of the restaurant and started selecting the item from the list of items which they want
and then place their order (Wang, Lee & Trappey, 2017). The employee which is present on the
counter side confirms the order with the customer and collects the necessary data from the
customer. Then the customer makes the payment and a bill is generated in two forms one is
given to the customer and another bill is passed to the back end. During preparation of item, the
customer waits for the order at their sitting arrangements. The prepared order is made available
at the counter within the short span, from where the customer picks their order. It can be said the
front end stage is actually the interaction point between customers and the employees, warm
welcome, placing an order, sending details at the back end stage and finally enjoy this delicious
hot pizza (Lee, Wang & Trappey, 2015). It can be said that front-end stage is actually the
reflection of all the training and cost which has been spent by the management on these service
professional providers in the form of quality service offering to the customers.
Backstage flow chart
The detail information
related to the customer is
stored in the system and
then an order is placed.
Preparation and
packaging of
pizza
Packed pizza is
made available at
the counter

The backstage flow service chart actually acts as a support pillar to the front stage flow
chart. It is the significant operation work of the backstage to handle the information related to the
customer and their placed order which is stored in the computer system of the restaurant. After
storing the data, the order is placed in the kitchen section of the restaurant which starts preparing
the Pizza. After the pizza is prepared it is then packed in the pizza box and then it is delivered to
the counter of Papa John`s restaurant from where the customer can pick up their delicious order.
Backstage is actually an intermediary for the front end and the support section of the Papa John`s
restaurant which connection the customer order with its preparation along with the information
of the customer (Szende & Dalton, 2015). Backstage act as the backbone of excellence service of
the Papa John`s in order to satisfy the regular visiting customer because these are the people who
will recommend other people form Papa John`s Pizza. It is this backstage which ensures that the
satisfaction index of the customer always remain at the upper side of the ration because business
is totally related to the satisfaction of the customer which actually helps the restaurant to increase
its sale and create such a clean and welcoming service provider in the business market. This flow
chart clearly indicates that the staff is well aware of their role and responsibility towards
customers as well as management of the restaurant.
The significance of service encounter
Service encounters are one of the significant experiences faced by the service provider
during interaction with the customers. It can be said that it is actually a transaction with one
person or many persons to offer satisfying service to the customer. If we consider it from
customer view it can be said that the service encounter is the impression which a customer feels
during their visit to the restaurant. This is also called the moment of truth and is known as the
moment when the customer interacts with the service firm (Matson-Barkat & Robert-
Demontrond, 2018). Therefore, service encounter is when the awareness of the purchaser is
placed into actual lifetime involvement in relation to the service. All the assurances which the
service provider makes are replicated in the service encounter. Service encounter act as
underpinning to “Gratification of Service Excellence” and it is the instant when the possibilities
by the service group are preserved or wrecked. I have confronted two patterns of service
encounter with Papa John`s and I might say that I am captivated by what way Papa John`s
conveys out its service provision while handling the customer gratification each time.
The first service encounter I had with Papa John`s was over mobile to their customer
support structures. I contacted the customer backing team due to some billing problem, and I was
on the view that it is good to get hold of a person, relatively than discussion with some robots.
On calling Papa John`s I originate a very calming, comforting and serving office and the
individual welcomed me with my engraves and good-naturedly attended to my issues deprived
of even expressing a solo word. Once I was ended with my difficult, the agent guarantees me that
she will make certain that she delivers a First call determination to me. I was bizarrely satisfied
to catch this, after some 3-5 minutes of conversation time, captivating all particulars, getting in
touch with the repayment team, the client agent was able to assist me with my problem. I was so

glad that I even inscribed a postal to the Papa John’s team and made certain that they raise the
value of the person who communicates with me over mobile. I might further rate the experience
with Papa John`s to be enjoyable and pleasing (Nikbin, Marimuthu & Hyun, 2016).
The second type of encounter I confronted with Papa John`s was while placing an online
order. I needed to order for one of my guests at my place and everyone was in favor of Papa
John`s. I just logged in to their Papa John`s app, and to my amazement, the app was enormously
customer welcoming, with easy steering tabs, and an overabundance of information to look
through before making the real purchase. Inside 5 minutes I was able to order for Pizza, flanks
and other object and I was offered with a tab that Delivery in 25 minutes or Pizza will be free.
This privilege by Papa John's gave me a self-assurance in their delivery facilities, and to my
wonder, the pizza reached my place in only 20 minutes. The delivery guy was in uniform, he
welcomed me nicely. In my mind, I would rate Papa John`s 5 stars as there was not even one
malfunction in their service delivery. It made me the loyal customer of Papa John's and ever
since I have blowout positive words about Papa John's. Thus, it demonstrations that an optimistic
service encounter leads to customer gratification and makes optimistic advocacy and similar act
in case of undesirable service encounter (Sweeney, Armstrong & Johnson, 2016).
Implication for Managers
The services cannot be deposited, they are fragile, and thus the client has to wait in order
to obtain service. Executives in a service group have the main part to play, similar to the
executives employed in a product corporation. Due to the four components of alterations
between the services and the products, the part of the executives becomes quite serious in the
service encounter (Boo, 2017). The implication for managers here is that they should deliver the
client with an appealing atmosphere which retains them busy while his product is being ready. It
is the look out of the manager to guarantee the purchaser is involved and enjoying the
atmosphere of the restaurant, else there are probabilities that client might not wait and leave. It is
the obligation of the manager to make certain that purchaser without even experiencing service is
involved with the brand. To some extent, this can be consistent, and this occurs by virtue of
providing excellent training to the staff at the store. Therefore, it can be said that the part of
manager is to add the points of physicality, do away with the issue of perishability,
inseparability, and heterogeneity from the restaurant (Jalilvand et. al., 2016). It is after all this,
Papa John`s is able to deliver a compressing customer experience to its respected consumers.
Feedback from clients after feeling the service is of prime significance as well, as it is the clients
who can deliver an accurate reflection of the Papa John`s service performs or rate it
consequently. Thus, the implication for the manager here is to recognize the gap in their present
service performs and close this gap with a strategy to advance customer gratification.

Conclusion
If the Papa John`s is able to offer the expectable level of services as apparent by the client
then customer will turn into a faithful client and will spread positive word of mouth about their
service. The implication for the managers is to recognize the openings in the present operations
and pervade the fundamentals of physicality to involve the clients while waiting for the facilities
to be brought.

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