Relocate or Not? Blackstone Bistro

Blacksmith Bistro

SERVICE GAPS

Historic Service Gaps:

1. 1986 - Czechoslovakian food too heavy and greasy – menu changed to reflect healthier eating habits and styles – resolved a Listening Gap

2. 1988 – New chef hired to provide lighter, even healthier fare – resolved a Listening Gap

3. 1989 – Redecoration using bright colors and linens and adding background music – resolved a Design and Standards Gap

Current Service Gaps:

1. Size of restaurant and popularity with regular weekend customers restricts ability to broaden the client base – very little walk-in seating available on Fridays and Saturdays – Design and Standards Gap

2. Tables too close together to be a suitable meeting place for business lunches or dinners – Design and Standards Gap

3. Not able to accommodate parties of more than 10 – missing out on banquet and holiday business opportunities – Design and Standards Gap

DIMENSIONS OF SERVICE QUALITY

Historic Data

1. Reliability – Blackshop Bistro has delivered consistent quality of product (food) and service over time. When business began to drop off, Jan Cerny made corrections (enhanced menu, renovations, etc.) to help ensure customer loyalty

2. Responsiveness – Blackshop’s ordering process and quality of service delivery from employees has been consistent over time

3. Assurance – Given customer loyalty over the years, we assume that Blackshop employees are knowledgeable, competent and trustworthy

4. Empathy – As with Assurance, customer loyalty levels would indicate that Blackshop cares about its customers and provides individualized attention

5. Tangibles –

a. Location – Recessed space makes the restaurant difficult to see and find

b. Parking – Very limited, inconvenient

c. Space – Not enough square footage to increase business; cannot accommodate groups over ten; not conducive to business meeting meals nor to banquets and holiday parties

d. Service Process – Reliable and consistent...