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P a g e | 1 Critical analysis and discussion of the service delivery of VUE cinema
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P a g e | 2 Table of Contents 1.0 Introduction .................................................................................................................. 3 2.0 Discussion: Service delivery of VUE cinema ............................................................... 3 2.1 The overview of VUE cinema and its strategic decisions ........................................ 3 2.2 Analyse the service delivery for VUE cinema .......................................................... 3 2.2.1 Analysis of VUE cinema through Service Scape Model ................................... 3 2.2.2 Analysis of VUE cinema through Bow-tie vs Diamond Model ........................... 5 2.2.3 service-orientated Organizational Citizenship Behaviour (OCBs) and Service dimension of VUE cinema .......................................................................................... 6 2.2.4 Customer Relationship Management (CRM) and its application in VUE cinema ........................................................................................................................ 6 2.2.5 High-Performance Work Systems (HPWS) and its application in VUE cinema .................................................................................................................................... 8 2.3 Recommendations to improve the service delivery of VUE cinema ........................ 9 3.0 Conclusion ................................................................................................................. 10 References ....................................................................................................................... 11 Appendix .......................................................................................................................... 14 Appendix 1 ................................................................................................................... 14 Appendix 2 ................................................................................................................... 15
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P a g e | 3 1.0 Introduction Service operation outlines the routine events executed by the company, for delivering quality to the clients and adding value to the commercial entity implementing technological advancements. Maglio et al. (2019) opined that interaction with the customers while delivery service is demarcated as service delivery. The primary aim of the report is to critically analyse and further discuss the data gathered about the aspects of service delivery in a company. The chosen organisation for the study is the VUE cinema. The selected firm belongs among the leading brands for excellent customer service, thereby indicating the delivery of outstanding service by the employees. The study will identify the issues faced by the VUE cinema related to service delivery framework and further advise certain recommendations. 2.0 Discussion: Service delivery of VUE cinema 2.1 The overview of VUE cinema and its strategic decisions Myvue (2020) highlighted that VUE cinema was started as a small cinema hall in 1999, which expanded its business in these 21 years to become a multiplex. The unique proposition of the brand is the satisfaction of the clients while relaxing and enjoying, and thereby the halls are so designed that the guests are overtly pleased. The entity is operating more than 228 operational theatres and 1981 screens globally. The company is founded in the United Kingdom, where it has started 3D screens, IMAX screens, Extreme screens and further 271 screens exclusively located in the nation. As opined by Yao, Qiu and Wei (2019), in the current scenario, retaining of the loyal employees are the key to success for service sector industry, VUE cinema followed the cue and made the strategic change in their remuneration scheme for employees. Further, as a part of a strategic decision to enhance customer satisfaction, it has introduced an online ticketing system (Sitecore, 2020), which will offer greater expediency to the patrons. 2.2 Analyse the service delivery for VUE cinema 2.2.1 Analysis of VUE cinema through Service Scape Model As per the opinion of Dad, Davies and Rehman (2016), servicescape model encompasses the physical surroundings of the place, where the intended service is
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P a g e | 4 delivered. The framework assists in identifying the factors and evaluate the
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  • Summer '20
  • Customer relationship management, Vue Cinemas

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