boston pizza restaurant & sport’s bar

BOSTON PIZZA

RESTAURANT & SPORT’S BAR

BY: JENNIFER CHAN, BOMI PARK, STEPHANIE

NG, AND CLARA CHEUNG.

CONTENTS

• History• Service vision• Service strategy• Customer complaint• Two companies• Different services• Ways to solve issues

PART ONE

• BEGAN IN EDMONTON, ALBERTA ON AUGUST 12, 1964.

• 17 LOCATIONS IN WESTERN CANADA.

• THE FIRST BOSTON PIZZA IN EDMONTON.

“BOSTON PIZZA AND SPAGHETTI HOUSE”

• TODAY, THERE ARE 350 BOSTON PIZZA RESTAURANTS IN CANADA.

HISTORY

Began in Edmonton, Alberta, on August 12, 1964

The first Boston Pizza in Edmonton

Boston Pizza and Spaghetti House

Boston Pizza Today

SERVICE VISION

“SERVING GREAT FOOD TO GREAT PEOPLE”

SERVICE STRATEGY

TWO DISTINCT DINING EXPERIENCES

• PERFECT FOR FAMILIES, GROUPS OF ALL AGES, AND TEAMS.

• OFFERS A CASUAL DINING SETTING WITH OVER 100 MENU ITEMS.

• SPORTS BAR WITH BIG SCREEN TVS.

• OUTDOOR PATIO.

• VARIOUS LOCATION.

COMPLAINT

ARI “ BEWARE THIS BOSTON PIZZA, THE FOOD IS USUALLY BLAND AND THE POORLY DRESSED, OWNER IS VERY RUDE TO BOTH STAFF AND CUSTOMERS. WE HAVE BEEN HERE AT LEAST 14 TIMES THIS YEAR, TODAY WAS THE LAST DAY. TODAY WE GOT BASICALLY KICKED OUT BECAUSE WE DID NOT AGREE WITH THE WAY HE SPOKE TO US, WHILE WE WERE TRYING TO FIND A SEAT WITH THE ATTENDANT. AVOID THE HASTLE IF YOU WANT BETTER FOOD AND WANT TO WATCH THE UFC FIGHT GO TO JACK ASTOR'S ON HIGHWAY 7. THAT IS WHERE WE ENDED UP.”

EXPERIENCING AT BOSTON PIZZA

TWO COMPANIES

•PIZZA HUT

•EAST SIDE MARIO’S

PART TWO

• FOUNDED IN 1958.

• AMERICAN RESTAURANT CHAIN AND AN INTERNATIONAL FRANCHISER.

• OFFER DIFFERENT STYLES OF PIZZA AND PASTA.

• MISSION STATEMENT- “SHARE A MOMENT”, PROVIDING MEMORABLE

EXPERIENCES.

• FOUNDED IN 1982

• CANADIAN CHAIN OF CASUAL DINING RESTAURANTS THAT SPECIALIZES

IN ITALIAN- AMERICAN CUISINE.

• OPERATES OVER 85 RESTAURANTS IN CANADA.

• “DUO EXPERIENCE UNDER ONE ROOF”- A FAMILY FRIENDLY DINING

RESTAURANT WITH A SEPARATE SPORTS BAR AREA.

DIFFERENT SERVICES

• MAINLY FOCUSES ON GOOD SERVICE TOWARDS FAMILIES.

• PRODUCTS AND SERVICES ARE DIFFERENT.

• MENU ITEMS ARE SLIGHTLY DIFFERENT FROM BOSTON PIZZA AND EAST SIDE MARIO’S.

• MORE FLEXIBLE.

Pizza Hut

BOSTON PIZZA AND EAST SIDE MARIO’S

• BOSTON PIZZA AND EAST SIDE MARIO’S ARE MORE SIMILAR (PRODUCTS

AND PERSONNEL SERVICES).

• FAMILIES, GROUPS, AND SPORTS FANS.

• OPERATES SPORTS BAR AREA.

• ITALIAN STYLE- OFFERING WIDER SELECTIONS OF PIZZAS AND PASTAS.

PART THREE

WAYS TO SOLVE ISSUES• CHANGE CHEF.

• HIRE NEW MANAGER.

• CONDUCT A MONTHLY AUDIT (MAP OUT POSITIVE AND NEGATIVE

ASPECTS).

AWARE OF THE CHANGES

• COMPANY SHOULD TRAIN THE MANAGEMENT TEAM AND THE

STAFF MEMBERS.

• HAND-OUT SURVEYS TO THE CUSTOMERS.

• FEEDBACKS.

COSTS FOR NOT SOLVING THE ISSUES

• LOSE ONE OR MORE CUSTOMER.

• FROM THE 7P’S, PEOPLE AND PROMOTION IMPACTS THE WAY

CUSTOMER VIEW’S.

• PROMOTION= WORD OF MOUTH.

• DECREASE COMPANY’S REPUTATION.

COSTS FOR SOLVING THE ISSUES

• INCREASE COMPANY’S REPUTATION.

• BRINGS BACK THE CUSTOMER.

WORKS CITEDBOSTON PIZZA." BOSTON PIZZA. N.P., N.D. WEB. 27 NOV. 2013.

"BOSTON PIZZA." WIKIPEDIA. WIKIMEDIA FOUNDATION, 24 NOV. 2013. WEB. 27 NOV. 2013.

"EAST SIDE MARIO'S - CHARLOTTETOWN RESTAURANTS - PRINCE EDWARD ISLAND." MURPHY GROUP

OF RESTAURANTS. FRESH MEDIA, 2007. WEB. 28 NOV. 2013.

"PIZZA HUT CANADA'S OUR STORY." OUR STORY & PIZZA HUT HISTORY. TM/MD PIZZA HUT

INTERNATIONAL, LLC, 2013. WEB. 26 NOV. 2013.

"PIZZA HUT." WIKIPEDIA. WIKIMEDIA FOUNDATION, 27 NOV. 2013. WEB. 26 NOV. 2013.

"PRIME RESTAURANTS." PRIME RESTAURANTS. PRIME RESTAURANTS INC., 2013. WEB. 28 NOV. 2013.