HC2112 Service Marketing: Front Stage & Back Stage Orient Express

This report provides an analysis of the Orient Express hotel chain, focusing on the integration of front stage and back stage operations within its service value chain. It emphasizes the importance of aligning these operations to deliver a high-quality customer experience. The report discusses how the 'servicescape,' including aesthetics and cleanliness, influences customer perception. It uses a flowchart to illustrate the interactions between customers and employees, highlighting the significance of both visible and invisible contact employee actions. The analysis includes observations of customer encounters, dining experiences, and housekeeping services, identifying areas for improvement in back-end operations to enhance overall service delivery and customer satisfaction. The report concludes that a well-coordinated service value chain, encompassing all touch points, is crucial for maintaining the Orient Express's reputation for excellence.