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Product cover image for Mayflower Restaurants: Effective Service Delivery and Customer Engagement

Mayflower Restaurants: Effective Service Delivery and Customer Engagement

Chandrasekaran Nagarajan, Nagarani Muthuswamy

Product #:W41820
Supplier:Ivey
Discipline:Operations Management, Strategy
Setting:India, 2024
Details:Case (PDF) • 11 pages • 2025-03-19

Subjects:

Service managementBusiness modelsService deliveryLeadership and managing peopleBusiness managementManagementOperations and supply chain management

Industries:

Food and beverage sector

Geography:

IndiaAsia
Your Price:$9.71

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The Mayflower Café and Restaurant (Mayflower), established in 2018 in Chennai, India, grew rapidly under the leadership of chief executive officer Tejasvi Suresh Bala. By 2024, the business had expanded to include eight units in Chennai and Pondicherry, along with a boutique hotel, Hotel Aura & May Kitchen and Bar. However, customer satisfaction had declined, as noted in an August 2024 audit report. The consultant Bala hired identified issues with food orders, service response times, and environmental factors, recommending immediate retraining for service personnel and improved coordination with back-end staff. With the Mayflower’s growth trajectory in mind, Bala faced a dilemma: how to address these operational challenges while ensuring the continued success and customer loyalty that had driven his expansion.

Learning Objectives

The case can be taught to undergraduate and postgraduate business administration students enrolled in courses concentrating on service management, operations management, and strategies for small businesses. After working through the case and teaching note, students are going to be able to do the following:
  • Understand the retail aspects of the food service business and the critical success factors for selecting an appropriate business model and market segment.
  • Understand the concepts involved in a service delivery model that connects the service personnel, customers, and service organization as a triad and applies it to a situation.
  • Analyze a restaurant’s scope for improvement in terms of its choice of service personnel and motivational training to produce effective customer engagement.
  • Apply the generic quality dimensions and factors influencing customer-expectation frameworks to generate strategic options.
  • Appreciate the need for a detailed examination of reported performance issues to address resolutions comprehensively.
  • Discuss the choice between using on-site faculty and outsourced trainers when designing training programs for a business.
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Case Study: Mayflower Restaurants: Effective Service Delivery and Customer Engagement (English version) | Ivey Publishing