Innovative Service Scenography

The food at this well-known seafood restaurant franchise was very good and reasonably priced. There were a few nautical photos on the walls. Except for those two features—pictures and menu–it could have just as easily been a steakhouse, Mexican or Italian food restaurant. I left without any thought of seaside on my mind…just the fact that my tummy was full. But, I could not help but notice the wide array of missed opportunities to turn a pleasant meal into a powerful memory.

The Greeks called...