Service Industry Marketing: Assessing the Service Quality of Tetsuya's Restaurant

Running head: SERVICE INDUSTRY MARKETING
Service Industry Marketing
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1SERVICE INDUSTRY MARKETING
Executive Summary
Service industry marketing is intended to convey the specific value of a particular service of a
particular service firm to the customers. The purpose of effective service marketing is targeted at
differentiating a service firm from other competitors in the service market. This study has
assessed the service quality of Tetsuya's restaurant and customer experience faced in this
restaurant. It has highlighted the overall service quality of the restaurant assessing the flaws in its
service quality.
This study has described the service provided by the restaurant to the customers. It has been
found that the restaurant has different types of cuisines for preparing different types of dishes to
the customers. The restaurant mostly services 10 courses of degustation menus to the customers.
The study has highlighted the reasons for which I was dissatisfied with my experience in the
restaurant. Moreover, the quality of the food was not up to the satisfaction level and wait staffs
of the restaurant was not also prompt in delivering the foods to the table of the customers. The
restaurant also has lack of healthy and organic foods in its menu list. The important of service
quality on this restaurant has also been described in this study. Apart from that, the study has
provided effective ways of improving the service quality and productivity of the restaurant.
Moreover, the restaurant should include organic foods in its menu list and provide training to the
wait staffs to improving service quality.

2SERVICE INDUSTRY MARKETING
Table of Contents
1.0 Introduction................................................................................................................................3
2.0 Service Description and Reasons for Dissatisfaction................................................................3
2.1 Service Description................................................................................................................3
2.2 Reasons for Dissatisfaction....................................................................................................4
2.2.1 Poor Quality Food...........................................................................................................4
2.2.2 Poor Customer Service...................................................................................................5
2.2.3 Lack of Healthy Options in Menus.................................................................................5
2.2.4 No Attractive Discounts.................................................................................................6
2.2.5 Negative Behaviors of Food Staffs.................................................................................6
3.0 Importance of Customer Service...............................................................................................7
3.1 Building Customer Trust and Loyalty...................................................................................7
3.2 Enhance Brand Awareness and Improve Public Persona......................................................7
3.3 Scope for New Partnership....................................................................................................8
3.4 Strong Moral Values and Beliefs...........................................................................................8
4.0 Ways to Improve Service Quality and Productivity..................................................................8
4.1 Healthy and Organic Foods in Menu.....................................................................................8
4.2 Improved Food Quality..........................................................................................................9
4.3 Trained Restaurant Staffs......................................................................................................9
4.4 Attractive Offers and Discounts..........................................................................................10
5.0 Reflection Statement................................................................................................................10
References......................................................................................................................................12

3SERVICE INDUSTRY MARKETING
1.0 Introduction
Service marketing is the marketing strategy, which is concerned about selling anything
that is not tangible (Huotari & Hamari, 2017). Effective service marketing facilitates in
differentiating from one service organization from others in the market. This study will describe
the quality of service and customer experience of Tetsuya's restaurant. This restaurant is located
at the heart of Sydney and gets popularity for its varieties of cuisines for preparing different
types of foods. The restaurant is also popular for its natural seasonal foods provided to the
customers.
In this study, I will describe my experience at my dining at Tetsuya's restaurant. Mostly, I
faced a negative experience with the service of this restaurant. This study will describe the
service of the restaurant. The study will also highlight the reasons for which I was not happy
with the experience in the restaurant. Apart from that, the study will also assess the significance
of customer service for this particular restaurant. The ways in which the service quality and
productivity of the restaurant can be improved will also be described in this study. Furthermore,
a reflective statement will also be provided in this study, which will depict the value of the
Service Industry Marketing Unit.
2.0 Service Description and Reasons for Dissatisfaction
2.1 Service Description
Tetsuya's is the most popular restaurant in Sydney Australia and it is operated by
renowned chef of Australia. It offers aesthetic fine dining experience to the customers. The
cuisine of this restaurant is based on Australian cuisine, classic French cuisine and Japanese