Question

The service concept is denoted by a core product and its supplementary services. A popular notion in describing supplementary service elements is by using the Flower of Service framework. Based on your understanding of the Flower of Service framework, explain the EIGHT (8) petals denoting the supplementary aspects of the service provided by Burger King restaurant. Use examples for each petal.

Answer 1

The concept of flower service was introduced by
Christopher Lovelock which distinguishes between facilitating and enhancing
additional services. These different additional services can be classified into eight
petals:

Information, Order Taking, Billing, Payment, Consultation, Hospitality, Safekeeping, Exception

Burger King restaurant: eight petals

Information: here the menu price, menu receipts are shown. You can choose anything available in the restaurant.

Order taking , generally these type of restaurants take order on the counters . One can go and order according to the choice.

Billing: mostly self billing

Payment: for payment one have many options cash ,card payment or UPI or by any digitalwallet.

Consultation: yes for consultant one can ask for best or most popular buyer or item from the restaurant. By that person can make choice what to order or try a different dish

Hospitality: nice beautiful ambiance but for order there is self service available. Enough space, washrooms available.

Saferoom: as I visited burger King there is no valet parking simple parking was there.

Exceptions: generally this is for feedback . Any complaint, suggestion, compensation for unsatisfactory service provided here.