<iframe src="https://www.googletagmanager.com/ns.html?id=GTM-PHTV9K7" height="0" width="0" style="display:none;visibility:hidden">
Loading
Skip to Main Content
Product cover image for SaladStop!: Refreshing the Service Delivery

SaladStop!: Refreshing the Service Delivery

Sheryl E. Kimes; Thompson S.H. Teo; Iswarya Loganathan

Product #:9B21D010
Supplier:Ivey/NUS
Discipline:Operations Management
Setting:Singapore, 2019
Details:Case (PDF) • 13 pages • 2021-06-28

Subjects:

Design thinkingInnovationBusiness managementOperations and supply chain management

Industries:

Food and beverage sector

Geography:

AsiaSingapore
Your Price:$9.71

Purchase this material with a free Educator Account and enjoy more benefits:

  • Free Educator Copy
  • Free Teaching Notes
  • Build your coursepack
  • Discounted academic price

In May 2019, the founder of SaladStop!, a Singapore-headquartered healthy salad chain with locations across Asia, was looking for innovative ways to improve the customer experience at SaladStop! stores worldwide. In six months, the founder was planning to renovate one of his branches in Singapore. This renovation would set a precedent for future outlets in terms of layout and design. The founder was aware of rising customer dissatisfaction caused by some service quality issues. As such, there was an urgent need to find a way to maintain customer interactions at SaladStop! while paying attention to customers’ expectations. Should SaladStop! embrace new technologies in the restaurant business, or should it continue to focus on offering a truly authentic customer experience by relying on traditional human touchpoints?

Learning Objectives

This case is recommended for undergraduate- and graduate-level courses covering topics in service design, service strategy and quality, service encounters, and related management issues. It explores a typical restaurant’s customers, service environment, and service quality problems and explores ways in which these service issues can be overcome without compromising the restaurant’s core values or the founder’s vision. It also invites students to understand the complex nature of service design, which must accommodate all forms of constraints while effectively reducing the possibility of service quality problems. By working through the case and assignment questions, students will have the opportunity to do the following:
  • Identify the various customer personas that visit the restaurant.
  • Present the customer journey maps for these different personas.
  • Develop preliminary “how might we” questions.
  • Develop preliminary ideas on addressing pain points and reconfiguring the service delivery process.
Loading
Case Study: SaladStop!: Refreshing the Service Delivery (English version) | Ivey Publishing