THE SERVICE MANAGEMENT

Running Head : SERVICE MANAGEMENT
Service Management
Name of the Student
Name of the University
Author Note

1SERVICE MANAGEMENT
Slide 1- The selected company is Jollibee Singapore and I will proceed with providing an
overview of the fast food chain.
Slide 2- Table of content
Slide 3 - The Jollibee is found to be the largest fast food chain situated in the Philippines having
1,150 stores throughout the world. It is the dominant market leader in the Philippines and
Jollibee for the enjoy the share of the local market that is larger than the other multinational
brands for stop the company also has impact on significant aggressive global expansion plan in
Brunei, Vietnam, Hong Kong, Macau, United States, Saudi Arabia, Canada, Kuwait, Italy,
Oman, Bahrain, Singapore and the United Kingdom.\
Slide 4- It is a company which was established by Tony Tan along with his family as an ice
cream parlor that grew later into one emerging International brand. It has a family oriented
approach which is at the heart of its success to personnel management that makes Jollibee one of
the most appreciated employers in Philippines.
Slide 5-Apart from promoting the family-oriented work Ambience the values of the brand are
also reflected on the marketing and Advertising. Jollibee also knows well the target audience.
Slide 6- It focuses on the significance of family values traditional for along with the
communication materials which Max age the top most fast food chain in the Philippines.
Slide 7- The success factor of Jollibee has always been the customer satisfaction and it's never
loses the sight of its goals because it has grown to be the most identified and preferred brands.
Slide 8- Now I want to provide the key elements of the serviscape for assessing the operations
and the service management of the organization. The servicescape along with the Facilities
Management are interrelated. The service care usually refers to the physical environment where
as facility management is responsible for creating a beautiful environment which encompasses

2SERVICE MANAGEMENT
the elements of servicescape. Bones and bathina first put forward the idea servicescape referring
to the physical environment where the service was delivered. The servicescape actually comes
from the term marketing. In the marketing literature the physical environment is referred to as
servicescape according to Kotler, servicescape is an atmosphere which is design consciously for
inducing the emotional effects that will in turn influence the purchasing behaviour of the
customer. As far as elements of servicescape are concerned these are used for impacting the
performance of the business. In the fast food chain there are approximately five elements of
servicescape such as the ambience the facility aesthetics and sitting comfort the attractiveness
and the like. From the customer reviews and the secondary data sources it is found that the food
quality of Jollibee is undoubtedly number one in Singapore and in other countries and people
pray for the special item such as Aloha Yam burger and chicken Jolly Spaghetti. As far as
atmosphere and cleanliness is concern the management takes care of the hygiene and the
cleanliness of the store. They take care of the customer demands and Fresh Food required by
them. The effectiveness of the operation the values followed by Jollibee customer focus humility
to listen and learn speed with excellence integrity spirit of family and fun and their mission is to
serve great tasting food having brought the joy of eating to everyone. They are opening new
branches in Singapore such as they have recently opened branch in Suntec city. Along with
Woodlands, Paya Lebar, Lucky Plaza, Jurong, Nuvvaina and Punggol. In the outlet of Sunteck
city the place is bigger than the other outlets and people can get a sitting also. However, few food
items are missing in the new branches such as there is no “Palabok” found in the branch of
Sunteck city because it is only available in the lucky Plaza branches. However, few customers
have complained about not being satisfied with the proportion of food delivered as per the cost.
Few people have claimed about recent downfall in the chicken meat portion significantly. It is