village volvo
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1. Describe Village Volvo’s service package.
Supporting facility: The first aspect of Village Volvo’s service package is their supporting facility. They are based in a new Butler building, which has four work bays, an office, a waiting area, and a storage room.
Facilitating goods: The facilitating goods in the service package are the cars brought in by customers for work to be done on.
Information: The information they have set is up called the custom care vehicle dossier (CCVD). This is a file of all the services done to all the vehicles so it is easy to predict what is wrong with the car. It also takes note of future problems that may arise.
Explicit Service: This service package has a few explicit services. One important one is the manager taking time to talk to the customers about their vehicles. Another one is actually fixing the vehicle.
Implicit service: An implicit service would be the worry free auto repair. Knowing the cars old parts are recycled instead of thrown out is also an implicit service. This makes customers feel good about them because they know they are not polluting.
2. How are the distinctive characteristics of a service firm illustrated by Village Volvo? Some of the distinctive characteristics of a service firm illustrated by village Volvo are discuss below:
1. Customer Participation in the Service Process (Customer participation not only enhance the productive efficiency and service quality, but also influences the customers satisfaction to the company) In case of Village Volvo there policy states that the owner will be consulted before any work other than the agreed-upon job is done. This policy has encouraged the customers to participant in the service process.
2. Simultaneity (services that they are produced and consumed at the same time at the point of sale. And an opportunities for personal selling)
2
In case of Village Volvo buyer checks up used car during the drop-in time can be
1. Describe Village Volvo’s service package.
Supporting facility: The first aspect of Village Volvo’s service package is their supporting facility. They are based in a new Butler building, which has four work bays, an office, a waiting area, and a storage room.
Facilitating goods: The facilitating goods in the service package are the cars brought in by customers for work to be done on.
Information: The information they have set is up called the custom care vehicle dossier (CCVD). This is a file of all the services done to all the vehicles so it is easy to predict what is wrong with the car. It also takes note of future problems that may arise.
Explicit Service: This service package has a few explicit services. One important one is the manager taking time to talk to the customers about their vehicles. Another one is actually fixing the vehicle.
Implicit service: An implicit service would be the worry free auto repair. Knowing the cars old parts are recycled instead of thrown out is also an implicit service. This makes customers feel good about them because they know they are not polluting.
2. How are the distinctive characteristics of a service firm illustrated by Village Volvo? Some of the distinctive characteristics of a service firm illustrated by village Volvo are discuss below:
1. Customer Participation in the Service Process (Customer participation not only enhance the productive efficiency and service quality, but also influences the customers satisfaction to the company) In case of Village Volvo there policy states that the owner will be consulted before any work other than the agreed-upon job is done. This policy has encouraged the customers to participant in the service process.
2. Simultaneity (services that they are produced and consumed at the same time at the point of sale. And an opportunities for personal selling)
2
In case of Village Volvo buyer checks up used car during the drop-in time can be