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Sakae Sushi Essay

1804 Words8 Pages

Sakae Sushi is a Singapore-based restaurant chain serving Japanese cuisine. The purpose of this report is to identify the distinctive characteristics and evaluate the service package of Sakae Sushi, which is facilitated by both primary and secondary research.

Under the distinctive characteristics in service operation, Sakae Sushi reduces the process of customer’s participation by having them place their orders through a touch-screen computer located at the side of each table. Service is created and consumed simultaneously when there is an interaction between employee and customer. Thus, employees have to perform the skills picked up in training to meet customers’ expectations. To fully utilize service capacity, Sakae Sushi de-markets its …show more content…

In order for the customers to satisfy their need to fill their stomachs, they will have to participate in the service process by firstly queuing up for the restaurant, then deciding on the food they want to eat before placing their order with Sakae Sushi in order for them to provide the service.

A different extent of customer participation in the service process can lead to a variation in the service provided to the customers. Hence, Sakae Sushi tries to minimize customer’s participation in the service process by having customers placing their order through a touch-screen computer located at the side of the table. Sakae Sushi paid attention to facility design by ensuring that the furniture and equipment are in good working condition.

2.1.2 Simultaneity
Services are created and consumed at the same time, thus it cannot be stored. For instance, when the customers are queuing up outside the restaurant and the employee ask for the number of people, service is created by the employee and consumed …show more content…

For instance, Customer A may perceive the service provided by the waitress at Sakae Sushi to be satisfactory. However, Customer B might not perceive it similarly due to a more demanding personality. In order to be satisfied, Customer B will have higher participation in the service process. As a result, it could cause a change in attitude of the waitress due to Customer B personality. In turn, it would inevitably affect the service quality provided by the waitress. Thus, employee satisfaction and training are essential to ensure that there is consistency in the service

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