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 KFC restaurant. Use examples for each petal.

Answer 1

These are the eight petals of service marketing ( supplementary) are :

1. Information: the KFC provides full information about their products and their rates through the price list, and menu are available, also about the reservation, it also includes documentation and bill receipts.

2. Order taking: provides. They provide membership services and also subscription services.

On-site order fulfillment and also delivers order at the table, and different address.

3. Billing: invoices of individual transactions and verbal statements of the amount due

4. Payment: provides self-service to make an online payment, swiping ATM cards, Mail a check

5. Consultation: provides customized advice, personal Counselling

6. Hospitality: greetings, food, and beverages, toilet and washrooms, waiting facilities and amenities

7. Safekeeping: packaging, pick up, transportation and delivery, cleaning

8. Exceptions: provides services to register complaints, and also compliments, suggestions