Service Marketing 3:00 2 Case study. 15. marksl. Read the customer review below and explain which provider gaps caused problems and why. Address the provider gaps with correct terminology leg a listening gapl You should be able to find 2 gaps. Then, suggest strategies on how the service provider could close those gaps in order to improve customer satisfaction 101 5.000 Atmosphere restaurant My father's 50 birthday was coming and I and my sisters and brothers wanted to plan a special celebration. We decided to take him to a fancy restaurant. We picked the Atmosphere restaurant at Burj Khalifa and I called the restaurant to book a table and made also a special request to have a birthday cake as well. Because this was a special occasion and a very expensive restaurant, we had high hopes that food and service must be excellent. Once we arrived at the Atmosphere restaurant at 6 pm, we were seated next to a window with a beautiful view of the Dubai fountain. The waitress gave us the menu, and we decided to order pasta. However, to our disappointment, they didn't have any gluten-free options for pasta. This was a big problem because our father has a gluten-free diet he can't eat anything with wheat in it). In my opinion, a restaurant this expensive should take special diets into account when planning their menus. Gluten-free options are available in most restaurants, after all. Since there was no gluten-free pasta available, we decided to order risotto instead. Since it was peak time, it took more than 50 minutes to receive our meals and we were getting very hungry. Once we received the food, it was delicious. My father said it was the best notto he has ever had. We were all very happy about the quality of the food. After the main course, I asked the waitress to serve the birthday cake. The waitress looked confused and told me that they haven't received any pre-order for a cake. I told him that I had agreed about the cake with the staff member over the phone. The waitress apologized and promised to offer free desserts instead. We refused because we really wanted the cake. I told her I wanted to speak with the manager. The manager came and I explained the situation. The manager apologized and sent one staff member to the next restaurant to bring us a calie. Finally, we got the cake and we were all happy I B 1 Service Marketing 3:00 2 Case study. 15. marksl. Read the customer review below and explain which provider gaps caused problems and why. Address the provider gaps with correct terminology leg a listening gapl You should be able to find 2 gaps. Then, suggest strategies on how the service provider could close those gaps in order to improve customer satisfaction 101 5.000 Atmosphere restaurant My father's 50 birthday was coming and I and my sisters and brothers wanted to plan a special celebration. We decided to take him to a fancy restaurant. We picked the Atmosphere restaurant at Burj Khalifa and I called the restaurant to book a table and made also a special request to have a birthday cake as well. Because this was a special occasion and a very expensive restaurant, we had high hopes that food and service must be excellent. Once we arrived at the Atmosphere restaurant at 6 pm, we were seated next to a window with a beautiful view of the Dubai fountain. The waitress gave us the menu, and we decided to order pasta. However, to our disappointment, they didn't have any gluten-free options for pasta. This was a big problem because our father has a gluten-free diet he can't eat anything with wheat in it). In my opinion, a restaurant this expensive should take special diets into account when planning their menus. Gluten-free options are available in most restaurants, after all. Since there was no gluten-free pasta available, we decided to order risotto instead. Since it was peak time, it took more than 50 minutes to receive our meals and we were getting very hungry. Once we received the food, it was delicious. My father said it was the best notto he has ever had. We were all very happy about the quality of the food. After the main course, I asked the waitress to serve the birthday cake. The waitress looked confused and told me that they haven't received any pre-order for a cake. I told him that I had agreed about the cake with the staff member over the phone. The waitress apologized and promised to offer free desserts instead. We refused because we really wanted the cake. I told her I wanted to speak with the manager. The manager came and I explained the situation. The manager apologized and sent one staff member to the next restaurant to bring us a calie. Finally, we got the cake and we were all happy I B 1
