Services and Relationship Marketing

Running head: SERVICES AND RELATIONSHIP MARKETING
Services and relationship marketing
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1SERVICES AND RELATIONSHIP MARKETING
Table of Contents
Introduction......................................................................................................................................3
Front and back stages...................................................................................................................4
Service encounter.............................................................................................................................6
Managerial implications..................................................................................................................7
Service recovery..............................................................................................................................9
Conclusion.....................................................................................................................................10
References......................................................................................................................................11

2SERVICES AND RELATIONSHIP MARKETING
Introduction
The essay introduces the concepts of services and relationship marketing managed by the
business organization named Rockpool Bar & Grill in Australia. It is located in a core area of
Sydney, Australia and thus has managed to draw huge numbers of customers. Te beautiful
decoration based n the green marbled dinging space along with the American style Art deco
skyscraper has improved the dining experience for the guests and kept them satisfied with the
sumptuous meal provided (rockpoolbarandgrill.com.au 2018). The meals are produced through
meat and seafood sourced from the top producers of Australia and Rockpool Bar & Grill has
been one of the major restaurants with a wide range of wines and brewery items too. The menu
consists of a wide range of food items though the famous steak available at the restaurant has
been a popular delicacy among the customers that is sourced and then dry aged and wood fire
grilled to maintain perfection of the food in terms of quality and taste (Christopher, Payne and
Ballantyne 2013).
Every business origination, especially those within the food and hospitality sector
maintains front office and back office operations to ensure smooth business functioning along
with dealing with the issues faced while managing the business operations. The front and back
office operations are responsible for managing the restaurant and at the same time, facilitate the
management of services’ delivery and recovery with proper support by the managers of the
organization as well. Though there are signs of growth in economy, still the company owners
have faced major issues an challenges including the fluctuations in commodity prices, increased
prices of wholesale food items along with the pressure on bottom line of the restaurant, due to
which the consumers remain not knowledgeable about the growth in economy and other

3SERVICES AND RELATIONSHIP MARKETING
expenditures based on the survey conducted by the National Restaurant Association in Australia
(Peck et al. 2013). The front stage enables creating a platform for the business to interact or
communicate with the customers and understand the kind of service that they want while the
back stage enables a specific portion of the service value chain that are not known or watchable
to the customers.
Front and back stages
Front stage
The front stage comprises of the contact personnel or receptionist who manages the
service encounters and ensures that the physical components and assets are managed by the
business properly. The receptionist present at the front stage is responsible for illustrating the
services offered by the restaurant to the customers, furthermore make bookings for their
respective seats arranged to get the services delivered at the table during supper (Hohenthal,
Johanson and Johanson 2015). The front stage has direct link with the physical components of