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Operations Management - Boutique Hotel (APA 7) - Coggle Diagram
Operations Management - Boutique Hotel (APA 7)
The 5V's
(Operations Diagnosis Tool)
(Jones & Robinson, 2020; Reinders, 2026a)
1. Volume
- Scale of output
(Jones & Robinson, 2020, Ch. 1)
Theory:
Number of customers/products/units
(Reinders, 2026a)
Boutique Hotel: LOW
10-100 rooms, intimate, personal attention
(Reinders, 2026a)
2. Variety
- Range of products/services
(Jones & Robinson, 2020, Ch. 1)
Theory:
Size of product range & services offered
(Reinders, 2026a)
Boutique Hotel: HIGH
Unique rooms, diverse personalized services
(Reinders, 2026a)
3. Variation
- Fluctuations in demand
(Jones & Robinson, 2020, Ch. 1)
Theory:
Seasonal, daily, weekly patterns
(Reinders, 2026a)
Boutique Hotel: LOW
City center = stable year-round demand
(Reinders, 2026a)
4. Variability
- Extent of customization
(Jones & Robinson, 2020, Ch. 1)
Theory:
Tailor-made & customization options
(Reinders, 2026a)
Boutique Hotel: HIGH
Tailor-made experiences, special requests
(Reinders, 2026a)
5. Visibility
- Customer view of service
(Reinders, 2026a)
Theory:
Front of house vs Back of house
High visibility = short wait tolerance, perception matters
(Reinders, 2026a)
Boutique Hotel: HIGH
Guest sees most interactions, staff "on stage"
(Reinders, 2026a)
The Servuction Model
(Service + Production)
(Eiglier & Langeard, 1987; Reinders, 2026b)
1. Physical Environment
(Eiglier & Langeard, 1987; Reinders, 2026b)
Theory:
Buildings, signage, layout, temperature, atmosphere
(Reinders, 2026b)
Boutique Hotel:
Historic building, curated design, signature scent/music
(Reinders, 2026b)
2. Staff/Personnel
(Eiglier & Langeard, 1987; Reinders, 2026b)
Theory:
Appearance, knowledge, accuracy, interaction skills
(Reinders, 2026b)
Boutique Hotel:
Empowered staff, emotional intelligence, local expertise
(Reinders, 2026b)
3. Processes
(Eiglier & Langeard, 1987; Reinders, 2026b)
Theory:
Front of house (visible) + Back of house (invisible)
Policies, procedures, systems
(Reinders, 2026b)
Boutique Hotel:
Personalized check-in, concierge, seamless housekeeping
(Reinders, 2026b)
4. Other Customers
(Eiglier & Langeard, 1987; Reinders, 2026b)
Theory:
Can enhance or spoil experience
Positive/negative influence on atmosphere
(Reinders, 2026b)
Boutique Hotel:
Like-minded travelers, managed through pricing/positioning
(Reinders, 2026b)
Reference List (APA 7)
Eiglier, P., & Langeard, E. (1987).
Servuction: Le marketing des services
. McGraw-Hill.
Jones, P., & Robinson, P. (2020).
Operations management
(2nd ed.). Oxford University Press.
Reinders, H. (2026a).
4 V's or 5V's
[Knowledge clip]. Breda University of Applied Sciences.
Reinders, H. (2026b).
Servuction model
[Knowledge clip]. Breda University of Applied Sciences.