customer 客(必胜客).doc

Content 1.0 Introduction........................................................................................1 2.0 Service Package...............................................................................2-3 3.0 Service Blueprint.............................................................................3-4 3.1 Service Improvement......................................................................4-5 4.0 Dimensions of service quality.........................................................5-6 5.0 Walk Through Audit.......................................................................6-7 5.1 Service Gaps Model.........................................................................7-8 6.0 Recommend.........................................................................................9 7.0 References..........................................................................................10 8.0 Appendices...................................................................................11-12Case Study 1.0 Introduction Pizza Hut company is the worlds largest restaurant group - the global restaurant group Yum, Yum currently has more than 32,500 family restaurant chain in more than 100 countries worldwide, is a global leader in multi-brand restaurant industry collection. Appearance of the roof as a significant sign of the restaurant Pizza Hut, now the worlds largest pizza chain monopoly. 1958 American young brothers Frank and Dan Camey, borrowed $ 600 from his mother in the United States Wichita opened the first Pizza Hut restaurant. 1968 Pizza Hut opened its first overseas branch in Canada, from the beginning to the international market. In more than one hundred countries around the world, received more than 4.00 million digits of customers every day, more than 1.7 million pizzas baked. Pizza Hut has a restaurant on turnover and the number is rapidly becoming the worlds first pizza restaurant chain enterprises. 2.0 Service Packag