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Tennents

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Submitted By Jacksimpson123
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Servuction – service’s invisible organization and system

The final service we encountered was the Tennents factory, which is situated on the outskirts of merchant city, a 5-minute walk from the university. This was a guided tour of the Brewery, which provided an insight into the history of the company as well as a detailed description as to how the Lager was made. It was clear that the service attracted a middle age tourist clientele due to the high volume of foreign consumers on the tour we partook in. The experience intended to provide customers with an understanding of the full brewing-to- bottling process of Scotland’s “favorite beer”, and the evolution of Tennents over the company’s timeline.
On arrival, staff were friendly, well dressed and approachable, which contributed to a relaxed environment. The setting of the meeting room was busy and kept the consumer’s mind occupied whilst they waited for the tour to begin. This helped detract from the issue of the tour starting later than the proposed time. With a contemporary design, the room was appealing to the consumer aesthetically and helped build a positive insight as to the quality which could be expected from the tour.

A successful blueprint of the service was clear as both customer A and B knew what part they played during the encounter. Such factors included marking yellow pathways on the roads between buildings for the customer to stay within for their safety as well as providing hair nets and high vis vests for health and safety. A leader follower relationship was adopted in this tour, meaning that the consumer relied on the guide largely for the encounter to be a success. In the case for tennents, this relationship was successful due to the educational and interesting tour provided by our guide. In a way, it is crucial that this intangible element is carried out to a high standard as the

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