Fast ,Fun and freshness

Service Concept1.Responsiveness Quick Service( serving as well delivery) Quick seat down meal 2. Assurance Fresh and Good qualtiy Japanese Food3. Tangibles Variety-( involves 80 types of Japanese food items)Key location-cover maximum customer ( 3.5 M /year customer world wide) 4.Empathy Understanding customer types (profiling) Online seat booking &online( order delivery) 5. Reliability Value for money( £1.5- £5) Single diner

Service Management1. Capacity Management 2. Scheduling3. Quality

Customer Experience. No. Process Perceiption service quality

comments

Step1 Walking into Yo! Sushi

1. Location: No obvious adv. outsideInside : Striking Logo” YO” 2. Logo : Fast, fun and fresh.3. Conveyor belt & color bowls---curious 4. Environment: A. light color of floor/table/stainless conveyor B. set fixed area for dinning tools and menuWall: advertisement : NO Sushi? & How to Yo? 5. Employee: serve once be sitted. 6. Customer: eating at their own pace, chatting, look relaxing

1. Hearing+ personal need/understanding = expectation: serve fast with fresh& nice japanese food, informal dining experience. 2. Responsiveness

Step2 Food selection.

1. Food presentation: dishes look similar—difficult for new comer to identify the dishes. Especially for vegetarians( labelling ? ) 2. Food freshness: Not quite, especially the salmon, color changed. Time labelled, but not taken away when it was due.

Empathy and reliability

Customer Experience.

No. Process Perceiption service quality comments

Step3 Food ordering

1. Put the button for waitress-convenient. 2. Menu with Pic, easy to choose Tangibles

Step4 Waiting the food

1. about 10 minutes/dish. Fast . 2. no labelling on seasoning. Difficult to identify.

Empathy

Step5 Eating the food

1.Congested place to sit, interruptions from others. 2. Space availability for group customer 3. No separated kids zone/ dish protection from kids 　

Empathy and reliability

Step6 Pay the bill

1. NO sign for cashier2. Potential Bill fraud3. Water Issue- bill wrong 4. Only need to calculate the dishes. No cash handling by waitress.

Reliability/ assurance

Step7 Leave the place 1. No container for take-way food Empathy

Recommendation & Conclusions