Service Encounter of KFC

Running head: SERVICE ENCOUNTER OF KFC
Service Encounter of KFC
Name of Student
Name of University
Author Note

1
SERVICE ENCOUNTER OF KFC
For any hospitality industry, the primary importance is to be given to customer
service and satisfaction. A service encounter of any hospitality industry reflects the efficiency of
the organizational functioning and the necessary changes. In order to analyze the operations a
hospitality industry, KFC can be taken into consideration. The Kentucky Fried Chicken, more
popularly known as KFC is a popular American fast food chain that has its specialization in
making fried chickens. The organization that has initially started in America is now a globally
recognized fast food chain. Having headquarter in Louisville, Kentucky it has spread all over the
globe and presently is recognized as the second largest restaurant in the world. In addition to this,
the company has its outlets in almost 2000 locations, the company focuses on producing
specialized fried chickens that have distinct tastes. Moreover, it is seen that the organization
emphasizes on producing high quality food products that add nutritious value as well. The
company has spread outlets in multiple locations and is popular for its quality services; hence, a
thorough analysis of the service and operation of the restaurant is to be done along with the
managerial implications of the operations and services. In this regard, the front stage as well as
the back stage operations of the restaurant is also to be monitored and analyzed.

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SERVICE ENCOUNTER OF KFC
Front Stage Operations Back Stage Operations
From the above flowchart, the primary aspects of a hospitality industry can be
understood. In order to analyze the front and backstage operation of KFC, it should be kept in
mind that the front stage operations of a hospitality industry includes direct communication with
the customers and hence it includes individual operations. In this regard, it can be understood
that the role of the managers are important in the cases of front office operations (Birasnav
2014). The primary factors that the consumers notice while entering any restaurant is the setting
of the restaurant. The usability of a front office is taken under consideration in this regard. The
primary component of the front stage operation is the reception desk and billing counters. After
entering the food center, it can be noticed that the guests are greeted and shown way to the
Usability
Responsiveness
Enjoyment
Transparency
Flexibility
Efficiency
Robustness
Standardization
Scalability