The Flower of Services Framework

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Order-Taking

Order-Taking is the process where the products are purchase or reservations are done (Jochen, Patricia, & Christopher, 2012).

Pizza Hut has been one of the most efficient service companies regarding this aspect. They offer different applications where their customer can register and create their own account facilitating the reservation/purchasing process. They offer all the different sources of order entry, customer can order at their locations or via the phone, website or phone application. “We’re the people who first delivered pizza to the White House. We put a pizza in outer space. We took social media by storm. Our ordering app was featured in an iPhone commercial. Pizza Hut stands for bold innovation” (Pizzhut.com, 2015).

Airbnb also has an innovative way of facilitating the booking process through their online network platform which can only be access through a PC or a smartphone. After selecting your accommodation you will receive your booking confirmation with all the necessary information regarding your request. Applications are also applied on the Airbnb business model in order to acquire the company service you need to sign in by creating an account on their network (Membership).

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Billing

Billing process need to be clear, accurately, complete and legible.

When dinning at Pizza Hut, this process is mainly done on the traditional way or self-billing. After the service consumption the personnel responsible (the waiter) brings the bill to the customer where all consumed items are clearly listed.

Airbnb provides its customers with a billing receipt after their booking is made through their network itself. This process is quite simple since its check-out is done automatically through the use of their online platforms.

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Payment

Customers are requested to take action on payment here its relevant for firm to make this process as easy and secured as possible. (Jochen, Patricia, & Christopher, 2012).

Pizza Hut provides their customers with multiple Self-services payment options while ordering online or through smartphone applications payments can be done by credit cards, PayPal or ideal (payment method using your debit card. Method used mainly in the Netherlands) as well with direct to payee while dinning in one of their locations.

Airbnb provides the same payment methods as Pizza Hut with the exception of direct to payee ones since direct contact is no possible with this low contact service company.

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Enhancing supplementary services

The enhancing supplementary service’s petals of the flower of service are; consultation, hospitality, safekeeping and expectation. These are further discussed on this paper.

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Consultation

Consultation is a form of dialog that identifies customers’ requirements so the firms can offer solutions to their customers’ problems suiting their needs and wants. (Jochen, Patricia, & Christopher, 2012).

For Pizza Hut while dinning in their restaurants, it can occur as a form of personal advice (customize advice) when ordering food. Their staff is well train so they can ask the necessary information from their customers in order to offer them the most suitable dishes (e.g. gluten free dishes) or simply give a menu suggestion. On the other hand while purchasing online little consultation service is provided to the customers.

We encounter the same case for Airbnb their whole service is automatize all the information is given on their website or on the hosts profile so is the customer the one that decides for him-self.

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Hospitality

Hospitality make customers feel like they are valued by the company. Therefore it is relevant to have well-train employees especially those who have face to face interactions with the customers, it is necessary for them to act more politely and more caring about the needs of the customers.

Pizza hut restaurant employees, as well as the staff in charge of the telephone interactions, are trained to be warm and welcoming while greeting and interacting with customers. Depending on their facilities’ location they also offer their customers waiting areas and toilets for their extra comfort.

For Airbnb face to face or telephone interaction are not possible since the company is a low contact service one. However their website manages a warm personal design that stills generate a sensation of welcoming and value for their customers.

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Safekeeping

In order to offer greater customer satisfaction, companies need to make the customer feel safe while they enjoy their products/services.

Depending on the restaurants’ location Pizza Hut “takes care” for possessions that their customers bring with them such as their cars for location with parking space, they also have security personnel.

On the other hand Airbnb manages a little bit more complex system to provide this sensation of safety to their customers. Their safety system is mainly based on trust. The hosts as well as the guest basically need to trust each other. There are some steps taken that support this trust, like the ID verification where profiles are scanned to confirm that it is the users real Identity. Customers can also use the reviews of previous guest to have a better inside of how trust worthy the guest or the host is.

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Exceptions

Exceptions are extra or supplementary service that companies offer in/for special circumstances, these exceptions are rare and they are not usually offered.

As it was mentioned before Pizza Hut offers special requests in advance of service delivery such as gluten free products. In their restaurants they also facilitate customer with children with special sites for their babies. On their website they handle special communications offering a space where customers can share their feedback and they can give their complaints, compliments or suggestions. In rare circumstances the company also offers