Service Process Design

The three elements of service-product bundle are as follows:

The tangible service (Explicit Service)

The intangible or psychological benefits of the service (Implicit Service)

The physical goods (facilitating goods)

The Cell that Dunkin Donuts operate on in the service matrix is the co-routed service.

The type of customer contact they encounter is Permeable System where it's a face to face tight specs, and they respond by the production efficiency being in the mid-ranged, the sales opportunity is high mid-ranged, and the procedural skills, flow control, and electronic aids are high. Dunkin Donuts does not use self-service. Yes, Dunkin Donuts use technology, the type of technology they began in June 2009, for more information on the new technology view the URL (http://news.dunkindonuts.com/article_display.cfm?article_id=1111). Yes they do use a focused operation principle, the high contact services in where it requires employees who are flexible, personable and willing to work with customers (the smile factor). They support employees by the workplace design and the job design, such as one of their quotes   “At Franchisees of Dunkin' Donuts, our employees are the fuel that helps America run.” In the dunkin donuts website it explain how Dunkin Donuts Support there employees (https://www.dunkindonuts.com/aboutus/careers/).

Dunkin' Donuts is well known for their customer satisfaction and service. The types of service recovery they offer is that when something goes wrong during the time of deliverance, the cashier apologizes professionally and compensates the customers order in return for something else. However, if the customer just doesn’t like the product they can't simply return it, they can only receive another product. For example, if a customer has a complicated coffee order and the employer gets the order wrong, the employer has to offer them a new cup of coffee and remake the order the way the customer prefers. The type of guarantee they offer is not giving back the customer their money but replacing it with a no charge extra product to compensate their failed order. This provides satisfaction to the customer and provides feedback to the company.