Shannon Ridge Section 0301 MARKETING EXERCISE FOR CHAPTER 12 1 Provide the name of the restaurant the location and the day and time you were there Restaurant Outback Steakhouse Location College Park MD Day time Sunday October 27th at 6 30 PM 2 Consider section 12 3 on page 197 in the text Assess your restaurant experience using these service quality dimensions a Reliability Outback has good reliability because I have been there multiple times and each time including my experience this past Sunday they perform the service accurately and consistently My order has never been wrong so my experience according to reliability was very good b Responsiveness Outback also has good responsiveness because our drinks appetizers main course and check all came in a timely manner I was never waiting for a long time wondering where my food was c Assurance My waiter at Outback was knowledgeable of the menu and let us know about the specials for the night My sister asked a question about the type of fries that came with her ribs and he knew the answer The waiter was also courteous of us checking in multiple times to see if we needed anything d Empathy Outback did not have a high level of empathy because the waiter did not know my specific requirements or likes However unless I was a weekly customer who always had the same waiter it would be hard for a waiter to individualize the situation to fit my likes e Tangibles Outback had average tangibles The physical restaurant is nice but a little dark for my tastes The silverware and plates are nice but not top of the line and the appearance of the personnel are similar to any other waiter outfit at another restaurant 3 Based on your assessment provide recommendations for the restaurant management I would recommend that the management work on empathy and tangibles I understand it is hard to work on empathy but maybe there is a way to make the customer feel like the waiter is giving them individualized attention In regards to tangibles the restaurant is not positioned to be a super high end steak house like Ruth Chris but it could improve the atmosphere and silverware a little to be a little more upscale 4 Based on your assessment would you recommend this restaurant to others Why or why not I would recommend this restaurant to others because it had wonderful reliability responsiveness and assurance For me reliability and responsiveness are the most important dimensions because when I go to a restaurant to eat I am hungry and I want my food to be the correct order and quick Outback has been accurate and quick each time I have been there and has satisfied my taste with a nice steak
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