SaladStop!: Refreshing the Service Delivery

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Case

Reference no. W33396

Simplified Chinese language

Subject category: Production and Operations Management

Authors: Sheryl Kimes (National University of Singapore); Thompson Teo (National University of Singapore Business School, National University of Singapore); Iswarya Loganathan (National University of Singapore)

Published by: Ivey Publishing

Originally published in: 2021

Version: 2021-06-28

Length: 13 pages

Data source: Field research

Topics: Design thinking; Bottlenecks; Environment; Operations management

Share a link: https://casecent.re/p/189725

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Abstract

This is a Simplified Chinese version. In May 2019, the founder of SaladStop!, a Singapore-headquartered healthy salad chain with locations across Asia, was looking for innovative ways to improve the customer experience at SaladStop! stores worldwide. In six months, the founder was planning to renovate one of his branches in Singapore. This renovation would set a precedent for future outlets in terms of layout and design. The founder was aware of rising customer dissatisfaction caused by some service quality issues. As such, there was an urgent need to find a way to maintain customer interactions at SaladStop! while paying attention to customers' expectations. Should SaladStop! embrace new technologies in the restaurant business, or should it continue to focus on offering a truly authentic customer experience by relying on traditional human touchpoints?