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Service Evaluation for Salons

This document discusses a multi-attribute model to compare three hair salon companies based on dimensions like employee behavior, price, hospitality, expertise, safety, and salon decoration. Nabila's Salon is identified as high in search attributes because customers can easily evaluate services through photos and reviews. Strategies like offering hair experts, previews of services, and tracking records can help evaluation. Back-stage elements of Nabila's Salon include online appointments, staff management, and product suppliers. Allowing customers to see washing rooms could help evaluate cleanliness. Front-stage roles at Nabila's Salon like receptionists and hairstylists are important for customer satisfaction. Script and role theories are applied to a customer's visit

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Hifza Rana
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118 views3 pages

Service Evaluation for Salons

This document discusses a multi-attribute model to compare three hair salon companies based on dimensions like employee behavior, price, hospitality, expertise, safety, and salon decoration. Nabila's Salon is identified as high in search attributes because customers can easily evaluate services through photos and reviews. Strategies like offering hair experts, previews of services, and tracking records can help evaluation. Back-stage elements of Nabila's Salon include online appointments, staff management, and product suppliers. Allowing customers to see washing rooms could help evaluate cleanliness. Front-stage roles at Nabila's Salon like receptionists and hairstylists are important for customer satisfaction. Script and role theories are applied to a customer's visit

Uploaded by

Hifza Rana
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Question 1: Construct a multi-attribute model to compare three different companies in

selected services. Apply the two different decision rules and determine the choices that
arise from that

Dimensions Nabila’s Salon Amina Raja Alveena Aamir Importance


Salon Salon Weight (%)
Employee’s 20
behavior
Price 20
Hospitality 10
Employee’s 10
expertise
Services 10
Safety 20
Salon decoration 10
Total Score 100

Question 2: Select three services companies: one high in search attributes, one high in
experience attributes, and one high in credence attributes. Specify what product
characteristics make them easy or difficult for consumers to evaluate, and suggest
specific strategies that marketers can adopt in each case to facilitate evaluation and
reduce perceived risk.

 Nabila’s Salon services is high in search attributes because customer can easily
evaluate their services through instagram or facebook photos and satisfying feedback
of customer.

Suggest specific strategies that marketers can adopt in each case to facilitate
evaluation and reduce perceived risk.
 Offering hair care expert
 Allow customer to preview the service through websites, broachers
 Training staff to understand the sensitivity of customer
 Provide tracking record of services

Question 3: What are the back-stage elements of your selected service? Under what
circumstances would it be appropriate or even desirable to allow customers to see some
of these back-stage elements, and how would you do it?

Back stage services of Nabila’s Salon:


 It involves online appointments performed by the employees working at the back end.
 The management and coordination among the staff members is also a backstage
function.
 Update to society through online posting about different hair services done on
customers.
 Suppliers of products
 The washing room is also backstage element.
If customer is sensitive about the cleanness of tools and they want to make sure that the
tools which are using on their hairs is clean, then we will show them our washing room
and deal them with proper information.

Question 4 : What roles are played by front-stage service employees in your selected
service? Are these roles more or less important to customer satisfaction than in
high-contact services?

The front stage roles played by Receptionist, Hairstylists, Hair color specialists, expert in
blow dry services .These roles are more important to customer satisfaction because receptionist
deal the customer firstly and provide information about the availability of hair stylist. Hair color
specialist is very important to female customer because they provide best guideness about hair
color.

Question 5: Apply the script and role theories to a service of your choice.

Customer receptionist Hairstylist


1. Arrive at salon 2. Welcome maam, how
may I help you
3. I want hair cut with 4. Ok maam, our charges
blowdry of hair cut with blow dry
is 2500.please have a
seat
5. Waiting for 6. Hello maam, which
hairstylist cuts do you want in
ur hair cut
7. Simple layers with 8. Treat customer with
blow dry expert services
9. Im satisfy , thank you 10. Thank you maam for
visiting us
12. give feedback 11. Ask for feedback
13.Pay the bill 14. take care maam
Question 6 : Review the five dimensions of service quality in the context of your selected
service?

Five dimensions of service quality:

1. Tangibles are physical elements and in my selected service( hairsalon) tangibles are hair
stylist.

2. Reliability is to perform the service accurately. In my selected service ( hairsalon) reliability


is check through the accuracy of services perform on hairs.

3 . Responsiveness is that if customer is not satisfy with the services , we resolve the problem
quickly.

4. Assurance is honesty of service provider and in nabilas salon their employees are very well
train in hair services and they satisfy their customer.

5. Nabila’s salon is very much concerned about the security of their customers.

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