Mayflower Restaurants: Effective Service Delivery and Customer Engagement
商品編號：W41820
出版日期：2025/03/19
再版日期：
商品來源：
商品主題：General Management/Strategy; Operations Management
商品類型：Case (Field)
涵蓋議題：food service business;business model;market segment;service management;operations management;small business strategy;service delivery model;customer engagement;service personnel;motivational training;restaurant improvement;quality dimensions;customer expectations;strategic options;performance issues;training programs;on-site training;outsourced trainers;restaurant management.
難易度：4 - Undergraduate/MBA
內容長度：11 頁
地域：India
產業：Accommodation & Food Services
事件年度：2024
The Mayflower Cafe and Restaurant (Mayflower), established in 2018 in Chennai, India, grew rapidly under the leadership of chief executive officer Tejasvi Suresh Bala. By 2024, the business had expanded to include eight units in Chennai and Pondicherry, along with a boutique hotel, Hotel Aura & May Kitchen and Bar. However, customer satisfaction had declined, as noted in an August 2024 audit report. The consultant Bala hired identified issues with food orders, service response times, and environmental factors, recommending immediate retraining for service personnel and improved coordination with back-end staff. With the Mayflower’s growth trajectory in mind, Bala faced a dilemma: how to address these operational challenges while ensuring the continued success and customer loyalty that had driven his expansion.
教學手冊：Mayflower Restaurants: Effective Service Delivery and Customer Engagement - Teaching Note
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