1. BASAVESHWAR ENGINEERING COLLEGE BAGALKOT (DEPARTMENT OF MANAGEMENT STUDIES) PRESENTATION ON SERVICE MARKETING(HOTEL INDUSTRIES)

2. Team members: Praveenkumar G H Manjula Rolli Sushma Janmatti Abdul salam Manjunath M 3. MEANING OF SERVICE INDUSTRY:An industry made up of companies that primarily earn revenuethroughprovidingintangibleproductsandservices.Service industrycompaniesareinvolvedinretail, transport, distribution, food services, as well as otherservice-dominated businesses. Also called service sector, tertiarysectorof industry. 4. INTRODUCTION TO THE SERVICE INDUSTRY: Service Sector in India today accounts for more than half ofIndias GDP. The various sectors that combine together toconstitute service industry in India are: Hotels and Restaurants Railways Other Transport & Storage Communication (Post, Telecom) Banking 5. Contd.. Insurance Business Services Public Administration; Defence Other Services 6. Introduction of Hotel Industry: Hotels have a very long history, but not as we know today, wayback in the 6th century. Hotel can be classified into different categories or classes, basedon their operational criteria. For example the type of accommodation they provide, location ofthe property, type of services provided, facilities given andthe clientele they cater to can help categories hotels today Hotelstoday are basically classified into the following categories: 7. Contd According to market segment. According to size. According to property type. According to services level. 8. Indian Listed Star Hotels: Name of the hotel Year of establishmentFounder Place The Indian Hotels 1903Jamsetji N Tata MumbaiCompany (Taj) ITC/ grand chola2012 Y. C. DeveshwarChennai The Leela Group 1957Capt. C.P. Krishnan MumbaiNair The EIH Ltd (The1934Rai Bahadur MohanDelhiOberoi Group) Singh OberoiRoyal orchid central Bellary keerti hotel Clarks shiraz hotelAgra 9. INTRODUCTION TO HOTEL INDUSTRY:The hotel industry is a broad category of fields within the service industry thatincludes lodging, restaurants, event planning, theme parks, transportation, cruiseline, and additional fields within the tourism industry. The hospitality industry isa several billion dollar industry that mostly depends on the availability of leisuretime and disposable income.A hospitality unit such as a restaurant, hotel, or even an amusement parkconsists of multiple groups such as facility maintenance, direct operations(servers,housekeepers, porters, kitchenworkers, bartenders, etc.), management, marketing, and human resources. 10. SEVEN PS OF SERVICE INDUSTRY:Product Physical features, quality, accessories, Packaging, warranties,brandsPlace Channel type, Outlet locations, Transportation, Storage.Promotion Sales people, Advertising, Sales Promotion, Publicity.Price Discounts, Allowances, Price levels.PeopleEmployees, CustomersProcess Flow of activities, Customer InvolvementPhysicalFacility, Equipment, Other Tangiblesevidence 11. TOTAL NUMBER OF HOTELS IN BAGALKOTRestaurants 11Hotels11Khanavalies 243Small hotels(road side) 12Canteens2Snacks centres83Total 350 12. INTRODUCTION TO PAKWANN:Name of the businessRestaurantYear of establishment 2011Name of the partnersMr. Anand AgarwalMr. Pavan KulkarniAddress College road, 19th cross, vidyageri,Bagalkot. 13. NUMBER OF EMPLOYEES IN PAKVAN:Owners 2cooks5waiters6cleaners 3others 3TOTAL19 14. SEVEN PS OF PAKVAN RESTAURANT:ProductsPriceVariety of food items:North Indian dish: per plate 110 RsNorth Indian dish, South Indian dish, South Indian dish: per plate 110 RsChinese, Snacks, Ice-creams, cold drinks, Chinese: per plate 50 Rssweets(22)Snacks: per plate100 RsSweets: per KG-200 RsCold drinks: 14 RsIce cream: family pack 2 KG-115 Rs 15. Contd...PlacePromotionCollege road, 19th cross, vidyageri, Advertisements in local channels,Bagalkot.Banners, Pamphlets. 16. Contd...people processEmployees, students, public people Flow of activities, Customeretc. Involvement. 17. Contd...Physical Evidence:Furnitures, sound system, lighting, gardening 18. Service encounter chart for Pakwann Restaurant:Welcome Interaction withcustomers(order)Service deliveryAccepting service Billing Check out 19. DIMENSIONS OF SERVICE QUALITY:EmpathyGood customer relationship, responding to their needs and wants.ReliabilityPromise and according to that they will provide services.Responsiveness Employees are liable, shows honesty with their customers.AssuranceKnowledge and courtesy of employees and their ability to convey trust and confidence.TangiblesFurniture, music, lightings. 20. Questionnaire CUSTOMER PERCEPTION QUESTIONNAIRE CUSTOMER EXPECTATION QUESTIONNAIRE 21. Presentation -3 22. CustomerExpectation 23. How long have you visiting Pakwaan? 10% 12%0 to 4 month4 month to 6 months54% 6 to 8 monthsMore than 8 months 24% 24. How many times do you visit PAKWAAN in a month?12% 36%0 to 2 times3 to 5 timesMore than 5 times52% 25. Who influenced you to go to Pakwann?12%20%10% Family MemberFriends AdvertisementOthers58% 26. why do you prefer Pakwaan restaurant?14%34% For refreshment For fun For party32% Others20% 27. Rank the following factors according to your expectation forthe service provided by the service provider.Explains all items regarding meals 2%4%14%Highly dissatisfied 46%DissatisfiedNuteralSatisfiedHighly satisfied34% 28. High speed service2% 4% 14% Highly dissatisfied46%Dissatisfied Nuteral Satisfied Highly satisfied 34% 29. Reasonable price2% 4%14% Highly dissatisfied46%Dissatisfied Nuteral Satisfied Highly satisfied34% 30. Convenient location 2% 4% 14%Highly dissatisfied46% DissatisfiedNuteralSatisfiedHighly satisfied 34% 31. Nice and clean environment 2%4% 14% Highly dissatisfied46%Dissatisfied Nuteral Satisfied Highly satisfied 34% 32. Good sitting arrangements2% 4%14%Highly dissatisfied46% DissatisfiedNuteralSatisfiedHighly satisfied34% 33. CustomerPerception 34. Are you satisfied with the services provided by the Pakwaan? 2% 6% 8% Highly dissatisfied48%dissatisfied Neutral Satisfied Highly satisfied36% 35. Are you satified with the way the empolees care with customers?0% 8%24%12%Highly dissatisfieddissatisfiedNeutralSatisfiedHighly satisfied 56% 36. Are you satisfied with the pamphlets distributed by the Pakwaan? 0% 4% 16%Highly dissatisfied44% dissatisfiedNeutralSatisfiedHighly satisfied 36% 37. Are you satisfied with the services provided by the Pakwaan as promised with you?2% 4% 16%34%Highly dissatisfieddissatisfiedNeutralSatisfiedHighly satisfied 44% 38. Are you satisfied by the services of handling customers problems in Pakwaan?0%4% 32%28%Highly dissatisfied dissatisfied Neutral Satisfied Highly satisfied36% 39. Are satisfied with the way of Pakwaan informs about the price and quality of the service?4% 4%16% Highly dissatisfied dissatisfied Neutral52%Satisfied Highly satisfied24% 40. Are you satisfied with promptness of Pakwaan in providing service to you? 0%4%16% Highly dissatisfied44%dissatisfied Neutral Satisfied Highly satisfied36% 41. Are you satisfied with the willingness of the empolees to help the customers while providing services?0%4% 20%36% Highly dissatisfieddissatisfiedNeutralSatisfiedHighly satisfied 40% 42. Are you satisfied with the way of employees behave with you in Pakwaan? 0% 2% 16%Highly dissatisfieddissatisfiedNeutralSatisfied58%24%Highly satisfied 43. Are you satisfied with the employees eagerness of instilling confidence in customers? 0% 4%20% 16% Highly dissatisfied dissatisfied Neutral Satisfied Highly satisfied 60% 44. Are you satisfied by the Pakwaan service of providingcustomers best interest in all the ways?2% 6%38% 20%Highly dissatisfied dissatisfied Neutral Satisfied Highly satisfied 34% 45. Are you satisfied by the Pakwaan services of providing the products that best suits you?0% 4% 20%Highly dissatisfieddissatisfied 50%NeutralSatisfiedHighly satisfied26% 46. Are you satisfied by the overall service quality of the Pakwaan? 0% 4% 20% Highly dissatisfied dissatisfied50%Neutral Satisfied Highly satisfied26% 47. Are you satisfied with the sittingarrangements in Pakwaan?2% 6%12% Highly dissatisfied44%dissatisfied Neutral Satisfied Highly satisfied36% 48. Are you satisfied with the interior decorationof Pakwaan?0% 4%28% 32%Highly dissatisfieddissatisfiedNeutralSatisfiedHighly satisfied36% 49. Are feel comfortable in Pakwaan while receiving service? 2%4%34% 20%Highly dissatisfieddissatisfiedNeutralSatisfiedHighly satisfied40% 50. Customer loyalty:In Pakwaan more customers are loyal because, they treatcustomers with friendly nature. And also because of theirand quality service. 51. Customer relationship:In Pakwaan they are managing good customerrelationship from their quick reactions withcustomers and also they are maintaining relationswith Banks, Education institutes in Vidyagiri area. 52. Service recovery:Service Failure: Slow service Wrong Billing Conflicts with customersService Recovery: Quick service Discounts in Billing Smooth handling. 53. Service paradox: Example: Birthday cakes 54. New Service Development process:Execution Stage Planning StageFull People DesignLaunchProductsTech-nology SystemsDevelopmAnalysis ent 55. Process of Restaurant: New Process designAnalysis of design Development of new design Introduction of new service 56. Business Strategy Development or Review: First step is to develop the mission and vision toimplement the new process. Mission: Providing good service and making customer satisfaction.New Service Strategy Development:New service is food parsal (family pack).The strategy provided by the pakwaan is to provide goodservice than the present service through phone. And door todoor service. 57. Idea generationThis is demanded by customers onlyConcept development and evaluation:Once the idea of service is fit for both the customers and theemployees, then it is ready for the implementation.Business analysis: Based upon existing service and new idea it is analyzed andintroducing new service. It will give more satisfaction to thecustomers. 58. Blue print of restaurant : PhysicalExterior Tray andMeals FP and tasteBill evidencepackingpresentation ofsnackscustomArrive atCheck availability Receive Order meal Receive foodAsk for billPay and leaveers restaurantsnacksGreet and takeServe snacksTake foodDeliver food Process billorder orderContactemployees Prepare snacks Order tokitchenSupportprocesses PreparePaymentFood system(Back house) 59. Hard and soft CDS: Hard CDS:Delivering the services in the time, Approaching at the right time to customers. Soft CDS: Motivating the employees to provide good service with smile and care. 60. SERVICE TRIANGLECompany(Management)InternalExternal MarketingMarketing enabling setting promisespromisesEmployees Interactive MarketingCustomer keeping promises 61. Three points of the triangleCOMPANY- PAKWAAN RESTURAENT OWNER- ANITA KULKARNIANAND.AGARWALEMPLOYEES-7 MEMBERSCUSTOMERS-STUDENTS LECTURES OLD AGE PEOPLE BUSINESS PEOPLE HOUSE HOLD PEOPLE 62. Internal marketing: COMPANY- Owners will give all information about there service to there employees with respect of there menu and also they will give information regarding there service .like cake ,sweets.. 63. EXTERNAL MARKETING In hotel external marketinglike- Pamplets Tv adds Charity Cycle advertising 64. Interactive Marketing According to menu available from the companyemployees interacting with customers. They will take orders from the customers, provideservice according to that. Lastly they will take feed back from the customers. 65. Are the three sides of the triangle well aligned? yes 66. Provider GAP 3CUSTOMERService DeliveryCOMPANY GAP 3Customer-Driven Service Designs and Standards 67. The Services Marketing Triangle Company (Management) Internal ExternalMarketing Marketing enabling setting promisespromises EmployeesInteractive MarketingCustomers keeping promises 68. Focus on a service organization. In the context you are focusing on, who occupies each of the three points of the triangle? Company : pakwaan restaurant Employees: waiters, Owners, cooks, cleaners. Customers: students, business man, middle class people. 69. How is each type of marketing being carried out currently? Internal marketing: promises are delivered to the employeeswith the services which are not kept then the customers becomedissatisfied and leave the restaurant. external marketing : here the promises are made to thecustomers. Promises made must be kept. Interactive marketing: here the employees will finally deliverservices to the customer. 70. Are the three sides of the triangle well aligned? Yes the three sides of the triangle are aligned. All the three sides of the triangle are essential to complete thewhole, and the sides of the triangle should be aligned.Are there specific challenges or barriers in any of the three areas?Specific challenges: Fast Service Shortage of space. 71. How is the service organization doing on the three sides of triangle?i.External Marketing:- By making the promises to the customers anddelivering the same .ii. Interactive Marketing:-the waiters, will deliver the service to thecustomers.iii.Internal Marketing:-By enabling thepromisesthroughrecruiting, training, motivating, recording and providing equipmentand technology. 72. What is being promoted and by whom? The product and services like North Indian dishes, South Indiandishes, snacks are promoted by employees of the restaurant. How will it be delivered and by whom?It will be delivered by the process and by the help of physical evidence andit will be delivered by the employees. Are the supporting systems in place to deliver the promised service? The physical evidence of the restaurant is most pleasant which attracts thecustomers to come to restaurant and experience the services. 73. The Service Profit Chain in restaurant ERRevenue GrowthExternalInternal Service CS CL ES SQ ValueSQ-Service Quality EPES-Employee Satisfaction ProfitabilityER-Employee RetentionEP-Employee ProductivityCS-Customer SatisfactionCL-Customer Loyalty 74. Boundary SpannersBoundary SpannersEmployees :of the restauranti.e., owners, waiters, cooks, cleaners.Classification:Subordinate Service Roles: waiters, cleaners, cooks. Professional Service Roles: Owners. 75. Sources of Conflict for Boundary-Spanning Workers Person vs. Role (Agarwal v/s His role) Organization vs. Client(Pakwann v/s the employee) Client vs. Client (employee v/s employee) Quality vs. Productivity(Services provided v/s productivity of the services) 76. Cont Person vs. Role: Here there is a conflict between owners and hispersonality .Ex: The restaurant employees are forced to do on time delivery whenthey are providing the services. Organization/ Client: Here there is a conflict between theorganization and the client. Here the employees has to follow therules which are developed by the owners .Ex: The cook cant delay the preparation of food within a time . 77. Cont Client vs. Client : there are more customers conflict arises between them..Ex: When a restaurant employees serving the customers continuously. Quality/ Productivity: Here there is a conflict between quality andproductivity. The employees are asked to be both effective and efficient.Ex: A employees of the restaurant should behave courtesy with customersand see to it that the customers are well treated. 78. Human Resource Strategies for Closing GAP 3 Hire for Service Competenciesand Service Inclination Hire the Right PeopleDevelopCustomer-Employees asEmployees EmpowerPeople to Customers Retain theOriented Treat BestDeliver Service ServicePeople DeliveryQuality ProvideNeeded Support SystemsProvide Supportive Technology and Equipment 79. Hiring The Right People Compete for the Best People:- for restaurant waiters plays avery important role so selection of waiters is very important. Hire for Service Competencies and Service Inclination:-training the waiters in a systematic manner like how to behavewith customers and all. Be the Preferred Employer:- the employees should be preferredmore and given more opportunity. 80. Develop people to Deliver SQ Train for Technical and Interactive Skills:- training the employees for doing billing in absence of owner and also the smooth interaction skills and how to have patience. Empower Employees:- here the some power ,authority, responsibility will be given to the employees Promote Teamwork:- the team work should be developed in the restaurant to provide the services on time and retain the customers . 81. Provide needed support systems Measure Internal Service Quality:-here the owners areproviding good support to their employees to deliver properservice. Provide Supportive Technology and Equipment:- according tothere experience they will deliver the service . Develop Service-oriented Internal Processes:- they are mainlyfocusing on customer satisfaction. 82. Retain the Best People Include Employees in the Companys Vision:- they aremotivating employees by providing good salary and bonus. Treat Employees as Customers:-when they are treatingemployees as a customer then they will loyal to the there workand organization. Measure and Reward Strong Service Performers:- here theywill provide bonus and occasionally they will provide cloths. 83. Descriptions of Staffing Issues in Firms High Passion for Service:- pakwaan is having sufficientemployees for providing service to the customers. Moderate Passion for Service:- in pakwaan if the employeeswere absent they will adjust with the available employers Low Passion for Service :- if the employers are not workingproperly they were replaced by other employees. 84. Service Culture They are mainly focusing on the customer satisfaction byproviding news papers, light music ,with well interiordecoration. 85. Customer Role As the customer role is also playing a very important rolein service delivery. In the Pakwaan hotel the first service starts from customerby through giving order. 86. Customer input in service game As by focusing vidyageri identified customer needs. According to that there should be requirement of hotel inthis place so the pakwaan hotel is started. 87. Recognize That Quality Starts with Needs: The pakwaan is recognize that the quality is starts fromthe customer needs and the expectations of customers arediffer from one to other so as per the needs they areproviding services to the customer. 88. Recognize That Violating Needs Means Losing aCustomer: In the hotel as if the service failed it can be recoveredin the form of discounting and asking sorry for thatbut if the owner is not accepted the customercomplaint then they are going to loose the customers. In pakwaan they are not going to loose the customerbecause they are handling the customer very carefullyas well as they are receving the complaints. 89. Respect Customers Need for SecurityWhen the Pakwaan hotel provide the services, it should ensure that the services which are provided will be safe.Ex: Quality Food. 90. Respect Customers Need for Justice The hotel must provide the services according to the expectation of customer and the way of handling the customers. so that customers feel satisfied by having satisfactory service from the hotel. 91. Clarify the Customers Co-production Role Pakwaan is identifying the wants of the customers and based on that they are providing realistic services. 92. Motivate Customers to Participate The pakwaan is trying to attract the customers by providing good quality of food as well as well as good services and also they are taking party orders from the customers. 93. Watch for Clues That Customers Could Do More The pakwaan hotel will provide the brochures, visitingcards, vehicle and pamphlets for the easy understanding ofthe services. 94. Draw in Customers as Co-designers of the Service DeliverySystem The pakwaan hotel will encourage the customers to give feedback about their services so that they can improve in delivering the better services. 95. How Customers Widen Gap 3 The customers are unable to understand their role. The customers will not be willing or able to perform their role. It might be a service complaint or any queries which they wanted to ask. Sometimes if they are willing to perform their role, their will be no rewardsfor their performance. Incompatible market segments 96. Customer roles in service delivery: Customers as Productive Resources:Organizational productivity can be increased if customers try to understandthe situations of service delivery & perform the service-related activities. Customers as Contributors to Service Quality and Satisfaction:Effective customer participation can increase the likelihood that the needsare met and that the benefits the customer are actually attained.Ex: feedbacks & Word of mouth 97. Contd Customers as Competitors: Some times some of the customers are acting competitorsto the services which are providing by the pakwaan thishappens when the customers thought they are getting bothveg and non-veg food items but pakwaan is providingonly the veg items. 98. Services Production Continuum Customer production : As in pakwaan they taught to keep self service as addition then the customers are paying amount in the counter and serving themselves. Joint production & Firm production : In pakwaan the service is providing by the waiters and the customers are going to pay the amount in the counter. 99. Strategies for Enhancing Customer Participation Define customer job : The pakwaan is identifying the needs ofthe customers in food items and providing services. It is educating the customer through by giving advertisementsand making aware about the quality and service of their hotel. And they are managing the customers by providing the servicesaccording to their wish. 100. Waiting Strategies: Employing the operating logic to reduce wait Establish a reservation process by booking the tables inadvance. Differentiate waiting customers as per the Veg & non veg. Make waiting fun ,or at least tolerable by providing themenu, music, DJs. 101. Waiting Line Strategies Employ operational logic Make waiting fun or at to reduce wait least tolerableEstablish a reservation Differentiate waitingprocess customers 102. Waiting Line Configurations Single queue: Enter 103. Services Intermediaries Agents Vendor 104. Constraints on Capacity Nature of the constraint Type of service Time ConsultingBilling LaborConsulting employee EquipmentBilling machine Facilities Hotel 105. Gap 4 Not Matching Performance to Promises 106. Gaps Model of Service QualityCUSTOMERExpected Service Customer Gap PerceivedService External COMPANY Service DeliveryCommunications to GAP 4Customers GAP 1 GAP 3Customer-Driven Service Designs and StandardsGAP 2Company Perceptions ofConsumer Expectations12/17/2012 106 107. GAP 4External communication Actual serviceQuick serviceNot providingMenu items Some items are not availableDelicious food Some times fail to deliver delicious food 108. Integrated ServicesMarketing Communications 109. Communications and theServices MarketingPakwann )Company(HotelTriangleInternal MarketingExternal MarketingManagement rules like CommunicationAdvertisingSales PromotionPublic RelationsEmployees(waiters,Interactive Marketing CustomersCook, cleaners) 110. Service Communication Problems1)Inadequate Management of Service Promises: In advertisement they advertise availability of different types of items like Gajarka Halwa.But when customer ask this type of item, management will say that it is notavailable.2)Inadequate Management of Customer Expectations:Customer expectation might be availability of quick service(5mins) & quality food, but management will take minimum 20mins to serve.3) Inadequate Internal Marketing CommunicationsEmployees unaware of the promises made by the pakwann hotel to the customers. Hotel may not communicate to their employees. 111. Four Categories of Strategies to Match Service Promises with DeliveryApproaches for Managing Service Promises Create Effective Services AdvertisingIn pakwann restaurant they are using vehicle, pamphlets. Coordinate External Communication:Word of mouth, Discount offers Make Realistic Promises:Making the promises such that it should be able to delivereffectively & efficientlyEx: Home delivery. 112. Approaches for Managing Customer ExpectationsOffer Choices:Pakwann hotel offer different choices of menus which fulfill thecustomers expectations.Communicate Criteria for Service Effectiveness:Quality food items at very reasonable prices.Quick service.Negotiate Unrealistic Expectations:Customer expectation might be availability of food within 5 mins(unrealistic)Sir, it takes time to fresh & delicious food so please wait for 15mins. (realistic) 113. Approaches for Improving Customer EducationTeach Customers to Avoid Peak Demand Periodsand Seek Slow Periods:Asking apology to the customers after delay service.Clarify Expectations after the Sale:Sir, it will take time to prepare fresh food So, it waslate.Prepare Customers for the Service Process:Greeting the customer, offering the seat then takingthe order & providing the food & then the bill isprepared after completing the service. 114. Approaches for ManagingInternal Marketing CommunicationsTraining them effectivelyUpdating their knowledgeClearly setting their objectives on the bases of what wevepromised in the external market and make them to understandthe objectives clearly. 115. Pricing: It is value for the product or service, which is paid by thecustomer to the provider. For marketers of industrial goods and constructioncompanies, pricing is the single judgment that translatespotential business into reality. Yet pricing is the leastrational of all decisions made in this specialized field. 116. Price determinants of pakwaanExpected service Food qualityDecorationMenu Price of serviceWeightier behaviourImageCleanliness 117. Three key ways service prices are different for consumers: Customer knowledge of service prices:Here prices of providers are unwilling to estimate prices. Providers are unableor unwilling to estimate prices often cannot tell what the services will involveuntil the delivery is well underway. It is depends upon the satisfaction ofcustomers. And needs are vary from customer to customer. The role of Non monetary Costs:Customer interacts with the service provider. The effort invested to identifyand select among services you desire are also higher for services than forphysical goods. Here convenience cost is very less because this place isconvenient. And customers are satisfied with the service. 118. Contd Price as an indicator of service quality: According to price fixed by provider they will deliver theservices. And prices are reasonable. 119. Four Customer Definitions of Value Value is low price. Value is everything I want in a service. Value is the Value is all that quality I get for I get for all the price I pay. that I give. 120. Pricing Strategies:(Four Customer Definitions of Value) Value is low price: In festivals they are providing discounts in billing to the customers. Value is the quality I get for the price I pay.They stetted prices according to their services and they are helping them to increase customer satisfaction. Value is every thing I want in a service.Here they concentrating on customer loyalty. Value is all that I get for all that I give. They will not provide result based price. 121. Satisfaction-Based, Relationship, and Efficiency PricingStrategiesPricing Provides Value ByImplemented AsStrategySatisfaction- Recognizing and reducing customers Service guaranteesbased pricing perceptions of uncertainty, which the Benefit-drivenintangible nature of service magnifies. pricing Flat-rate.RelationshipEncouraging long-term relationshipsLong-term Pricepricing contracts with the company thatbundlingcustomers view as beneficial.EfficiencySharing with customers the costCost-leader pricingpricing saving that the company has achievedby understanding, managing, andreducing the costs of providing theservice. 123 122. Elements of Physical Evidence:Services scapeOther tangiblesInterior decoration Employee dress(red colour)Menu system Business cardsSurrounding environment PamphletsDelivery of service HoldingsBilling machine 123. Framework for Understanding Environment-User Relationships in pakwaan: Weighter mood Individualattitude, and behaviour comfortSatisfaction with work Employee Eminent condition responseIndividual careInterior decoration PerceivedMusic systemservice scape SittingCustomer Individual arrangementsbehaviourresponseSatisfactionwith service Customer mood attitudeand comfort 124. Service scapes: Inter personal service: In pakwaan involvement of both employer and customer. 125. THANK YOU