L'entreprise Eurostar (document en anglais)

1. Introduction

2.0 The service package

2.1 goods and services

2.2 Services characteristics

2.3 Service quality

3.0 Service processes

3.1 Process of delivery of the service, Service Processes

4.0 Service people and the service encounter

4.1 Customers and service providers

5.0 Capacity management

5.1 Capacity Management (models)

5.2 Yield Management

6. Conclusion

7. Harvard reference

8. Interview

1. Each year 50 million passengers across the Channel, three times more than twenty years ago. Since November 14, 1994, the ship and the aircraft were joined by a third means of transport: eurostar.

http://www.fil-info-france.com/eurostar-gare-du-nord/carte_eurostar.GIF

Eurostar is doing the TGV Brussels-London-Paris and London via the Channel Tunnel. Result of close collaboration between the Belgian railways, French and British, Eurostar TGV is the first truly European. Launched November 14, 1994 for two services a day, gradually increasing Eurostar reach its final rate in 2005.

http://upload.wikimedia.org/wikipedia/commons/8/8e/Eurostar_organigramme.jpg

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2. Eurostar offers their travellers, as for most trains, reservations are required. A seat number is assigned to you, as would be an airplane, according to your wishes and the availability (window or aisle, smoking or non, ...). The ticket purchase is done at stations, through travel agencies, or on the official website of the Eurostar, www.eurostar.com.

During the reservation process travellers can choose to travel first class or second. On board, the first-class seats are more spacious. Each traveler must necessarily arrive at least 30 minutes before departure of the train, with a piece of valid identification and a eurostar ticket. Eurostar terminal has a Eurostar ticket, ticke for electronic check-in counters and security services similar to those offered at airports. Once finished recording, you can find cafes, gift shops, a currency exchange desk and a toilet in the waiting room of Eurostar passengers. In London, can find interactive maps and deal with the boarding of the train.

Each car equipped with lights above the seats and air conditioning. On the way under the Channel, it is impossible to call for this reason, Eurostar has 4 telephones booths for the entire train with 18 coachs and 20 toilets, 2 relays baby and 2 bar-buffet, 2 family areas, with seats facing each other at a folding table, are located in the train. Seats and toilets with disabled access are also provided.

At the restoration, first class ticket price includes dinner. The breakfast and the "afternoon tea" is english, while the food is continental. Drinks are served at will. A street trading is organized in the second class. The two cars also provide snacks fast food. The dining cars of the Eurostar offer a wide selection of meals and snacks. You can choose hot or cold snacks and and compose your own meal. Naturally, the traveller is free to bring your own lunch. Whichever option the travellers choose, you can eat in the dining car or light and friendly enjoy the comfort of a seat freely.

On board the train to satify all tavelers, operations are conducted in four languages​​: English, French, Dutch and German. Also, annoucements are transmitted in English, French and German by the staff of the Eurostar. There is a maximum of 18 stewards and attendants per ream.

Practices of baggage compartments are available between cars and above the seats. The standard class is the cheapest way to travel with family. Each coach is to have the same layout, an example by picture:

Note: The following plan is a car seat in Economy Class. The number of seats, toilets and position of the tables may vary slightly from one train to another. 4

3. “Processes are the lifeblood of the service opertations. Rather like DNA provides the pattern for a living organism, a good process ensures that service is delivered consistentenly, time after time and creates the desired experience and outcomes for the customers.” Robert Johnston.

The Eurostar service is partly an intangible as when a seat is not revserver and payable by a passenger, this seat is lost. In the sense that the company is not born to repay the loss of a specific set. An other example, when a strike affecting Eurostar service, in general the French side, the service of the Eurostar sets up a bus service will be established between Lille and Brussels. In addition, travel time is extended by 2 hours. This is why Eurostar is advising its passengers to postpone their trip. Travellers can exchange their Eurostar tickets free for 60 days for a trip within 120 days. What is not possible in case of standardized exchange .

In order to have a special service on board the Eurostar, when purchasing a ticket service "Access Plus” it allows a host station to train and support for people disabled or sick. Just fill out a form at its resevation to inform the Access Center serves more.This book can only be made ​​at least 48 hours before a trip. After this time, all reservations will be taken into account by the Eurostar. However, children under 12 are not allowed to travel alone. Eurostar does not provide escort service for children and we cannot ensure that children are accompanied to board the train and they are supervised during the trip. Children under 12 may be accompanied by a competent person who is at least 16 years. Children 12 and older may travel alone with either a passport or a National Identity Card and a valid authorization to leave the Territory. Eurostar ticket prices vary to suit all budgets. Book early to enjoy the tickets at the best prices - round trips from £ 55 / € 80 per adult. Discounted tickets are available for children (2 to 12 years) for those under 26 and people over 60 years. How to pay its way cheaper: book a minimum of two months before your departure to London: the more you book in advance, the more you're likely to

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