1. Copyright 2004 Bowie & Buttle All rights reserved Use of the Figures to Facilitate Tutorials/Discussion To assist you with the preparation of lectures, tutorials and student discussion, the figures from the book are available here as part of a PowerPoint presentation. Each slide is annotated with some ideas and guidance on the use of the material in lectures. Chapter: 11 Managing Service Processes

2. Copyright 2004 Bowie & Buttle All rights reserved Learning Outcomes You should be able to:  Understand the importance of managing service processes from a hospitality marketing perspective  Evaluate dimensions of service quality in a hospitality context  Identify the main reasons for service failure  Use service blueprinting to map a hospitality service process  Understand why, when and how customers complain about their hospitality experiences  Explain service recovery strategies for hospitality companies.

3. Copyright 2004 Bowie & Buttle All rights reserved Mapping a restaurant service

4. Copyright 2004 Bowie & Buttle All rights reserved Complexity and divergence in hospitality services