Tag Archives: servicescape

From shopping mall to urban social hub

Interesting article by Natasha Stokes published this week.  It looks at how shopping centres/malls are changing, especially with regards the provision of other kinds of service operations such as restaurants, hotels, and cinemas.  The old style shopping mall had a … Continue reading

Posted in Chap 04 Location and design, Sector: Entertainment & Sport, Sector: Hospitality & Tourism, Sector: Retail | Tagged , , , , | Leave a comment

Hotel Bars – redesigning their ‘servicescape’

As you know, the servicescape is “the physical and psychological setting in which a service experience is organised and delivered” (page 87).  And right now, it seems that many hotel brands are redesigning this setting to appeal to younger consumers, … Continue reading

Posted in Chap 04 Location and design, Sector: Hospitality & Tourism | Tagged , , , | Leave a comment

Heathrow T5 – five years on? No, nine years on!

I’m not actually going to comparee T5 now with what it was like when I first blogged about it five years ago.  Instead I’m going to compare it with what it was thought it would be like nine years ago. … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Inamo – five years on

In January 2012 Inamo had two restaurants in London.  Five years later one restaurant was closed, and two new sites were developed – one in Covent Garden and another in Camden. I blogged about this concept because of its use of … Continue reading

Posted in Chap 03 Processes and life cycles, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

Operations Insight: Warby Parker

Warby Parker design, manufacture and retail spectacles (eyeglasses), mainly on the internet.  They only started just over four years ago and have already sold more than 1 million pairs of glass, with an annual turnover estimated to be more than … Continue reading

Posted in Chap 02 Winning Customers, Chap 14 Operations strategy, Sector: I.T. & ecommerce | Tagged , , , , , | Leave a comment

Airports as visitor attractions?

Having turned airports from transport hubs into shopping malls, it seems that they are now being turned into visitor attractions – no longer somewhere you pass through, but visit in their own right.  Fascinating article that explores this on BBC Business … Continue reading

Posted in Chap 04 Location and design, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Weapons in the the burger war and chicken conflict

You can learn a lot about how difficult it is to manage service firms at the mature stage of their life cycle from looking at quick service restaurants in the USA.  For a long time, Burger King and McDonalds have … Continue reading

Posted in Chap 03 Processes and life cycles, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

How the new London Underground trains will be designed to add capacity to the system

In the next ten years, London is going to have new tube trains on the Piccadilly, Central and Bakerloo lines.  There’s a great interview here with the designer of these trains, who explains how they will different to existing trains. … Continue reading

Posted in Chap 07 Capacity and demand, Sector: Public Services & Charities | Tagged , , | Leave a comment

How Disney is leveraging digital technologies to enhance their “magic”

Previously we have blogged (28 August) about Capgemini’s Digital Transformation Review, which provides insights as to how companies are using digital technologies to transform their business model and operations.  This consulting company also has a number of more in-depth insights … Continue reading

Posted in Chap 03 Processes and life cycles, Chap 10 Processes and technology, Sector: Entertainment & Sport, Sector: Hospitality & Tourism | Tagged , , , , | Leave a comment

Project management is a people business

I thought this video would provide insight into capacity management and expansion.  In fact, it goes into some detail about how this three year project to expand Michigan Stadium was organised and managed.  We discuss project standards on page 341 … Continue reading

Posted in Chap 13 Projects and crises, Sector: Entertainment & Sport | Tagged , , , | Leave a comment