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服務品質管理
Service Quality Management
中央市場
Central Market
指導教授:廖顯宗 老師
碩工三甲 M97U0226 王暉誠
ABSTRACT
 a radical, standardized, undifferentiated
place to shop that was designed for
efficiency and offered similar products.
The founders wanted to create farmer’s market
“look and feel” by offering only high-quality,
fresh products while also providing a vibrant,
interactive atmosphere.
PROPOSE
 Central Market was designed to change the way
people ate and how they prepared a meal.
 Exploration and discovery are encouraged as the
customers make their way through, what some
consider, a delectable labyrinth of displays.
 The entrance to Central Mark leads into an atrium
that contains an information desk and a small coffee
bar.
 Customers then join a serpentine flow through a fullview European style city market.
 Central Market calls this a force flow as seen by the
floor plan.
 The aroma of coffee, fresh produce, fish, and baked
goods greets customers as they walk through the
store. Freshness is ensured because products are
shipped in daily.
 The main thoroughfare divides the beer and wine
section and creates an opportunity for browsing and
impulse purchases.
Questions
How do the environmental dimensions of
the servicescape explain the success of
Central Market?
Comment on how the servicescape
shapes the behaviors of both customers
and employees.
 The store design is remarkably flexible. Displays are
added or removed dependent upon seasonality and
customer demand.
 The Central Market experience is a wonderful assault
on the senses. Customers can see, smell, feel, and
even taste products.
 Customers spend extra time in the store because they
are presented with items they have never seen before
and the facility design controls their travel path.
 The experience of shopping at Central Market
appears to be addictive. Central Market is, in fact, the
second largest-tour destination in Austin.

THE END