Service Marketing Analysis: A Case Study of Papa John's Services

This report provides an analysis of service marketing strategies employed by Papa John's, focusing on the significance of service in the company's growth and differentiation in the competitive pizza market. It examines the front stage and back stage operations through flow charts, highlighting the systematic approach to customer interaction and order fulfillment. The report also delves into a personal service encounter, detailing positive experiences with mobile customer support and the user-friendly app interface. The implications for managers emphasize the importance of creating an engaging atmosphere for customers. Ultimately, the report concludes that consistent service quality leads to customer loyalty and positive word-of-mouth, urging managers to identify operational improvements and involve customers during service delivery. Desklib provides similar solved assignments for students.

S T U D E N T N A M E
SERVICE MARKETING

INTRODUCTION
• For business like Pizza, service plays very important role in
the growth and development of the company (Papajohnes,
2018). It is the service which makes this company different
from other competitors in same segment.
• To maintain this service quality the Papa John utilize one of
the important flow chart that includes the front stage as well as
back stage operations of the Papa John’s company.

FRONT STAGE-FLOW CHART
• In this chart a systematic flow of operation is maintained in order to
make a daily impact on the potential customers.
• They have actually form a separate mode of reorganization in which
they want their customers to remember them with the help of their
symbols, employees uniform, their sitting arrangement and their
warm welcome for the customers (Hossain, Enam & Farhana, 2017).

BACKSTAGE FLOW CHART
• After storing the data, the order is placed in the kitchen section of
the restaurant which starts preparing the Pizza.
• After the pizza is prepared it is then packed in the pizza box and
then it is deliver at the counter of Papa John`s restaurant from where
the customer can pick up their delicious order.

SIGNIFICANCE OF SERVICE ENCOUNTER
• The first service encounter I had with Papa John`s was over mobile to their
customer support structures. I contacted the customer backing team due to
some billing problem.
• On calling Papa John`s I originate a very calming, comforting and serving
office and the individual welcomed me with my engraves and good-naturedly
attended to my issues deprived of even expressing a solo word.
• I just logged in to their Papa John`s app, and to my amazement the app was
enormously customer welcoming, with easy steering tabs, and overabundance
of information to look through before making the real purchase.
• Inside 5 minutes I was able to order for Pizza, flanks and other object and I
was offered with a tab that Delivery in 25 minutes or Pizza will be free. This
privilege by Papa john`s gave me a self-assurance in their delivery facilities,
and to my wonder the pizza reached to at my place in only 20 minutes.

IMPLICATION FOR MANAGERS
• Implication for managers here is that they should delivers client with
an appealing atmosphere which retains them busy while his product
is being ready.
• It is the look out of the manager to guarantee the purchaser is
involved and enjoying the atmosphere of the restaurant, else there
are probabilities that client might not wait and leave.

CONCLUSION
• If the Papa John`s is able to offer the expectable level of services as
apparent by the client then customer will turns into a faithful client
and spread positive word of mouth about the service group. The
implication for the managers is to recognize the openings in the
present operations and pervade the fundamentals of physicality to
involve the clients while waiting for the facilities to be brought.

REFERENCES
• Boo, H. V. (2017). Service environment of restaurants: findings from the youth
customers. Journal of ASIAN behavioural studies, 2(2), 67-77.
• Gronroos, C., & Ravald, A. (2011). Service as business logic: implications for
value creation and marketing. Journal of Service Management, 22(1), 5-22.
• Hossain, M. Z., Enam, F., & Farhana, S. (2017). Service Blueprint a Tool for
Enhancing Service Quality in Restaurant Business. American Journal of
Industrial and Business Management, 7(07), 919.
• Jalilvand, M. R., Pool, J. K., Nasrolahi Vosta, S., & Kazemi, R. V. (2016).
Antecedents and consequence of consumers’ attitude towards brand preference:
evidence from the restaurant industry. Anatolia, 27(2), 167-176.
• Lee, C. H., Wang, Y. H., & Trappey, A. J. (2015). Service design for intelligent
parking based on theory of inventive problem solving and service
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