Village Volvo and Xpresso Lube Case Study

UNIBE

Alejandro Báez 11-0521

Miguel A. Sosa

Casos De Estudio 2.1 y 2.2

10 Septiembre 2013

Caso 2.1 Village Volvo

1. Describe Village Volvo’s service package.

Their service package consists of providing quality repair service on out-of-warranty Volvos at a reasonable cost. They offer quick routine services such as tune-ups and oil changes. For diagnose and repair appointments have to be scheduled. The Customer Care Vehicle Dossier (CCVD), apart from the customer, is another source of information for the mechanic; it is a help desk which provides information about history of work and other helpful information for the mechanic. Their additional services include a waiting room, cost and time estimation, among others. Their supporting facility is their building which consists of four bays, an office, waiting area and storage room. The facilitating goods used are the replacement auto parts sold by Village Volvo. The information is what the client tells the mechanic his car has, and all the information used from the CCVD. The explicit services include a clean vacuumed car among others. Implicit services include a waiting room, equipped with a television, vending machines, magazines, newspapers and soft-drinks.

2. How are the distinctive characteristics of a service firm illustrated by Village Volvo?

They let the customers participate in the service process by having a front office for receiving them, and by letting them tell the mechanics what service they need. They have different times each week for quick services like oil changes and tune ups in order to decrease the waiting time of the customer. These characteristics create customer comfort. In addition their other two distinctive things are the trust that their clients have on them and the respect.

3. Characterize Village Volvo in regard to the nature of the service act, the relationship with customers, customization and judgment, the nature of demand and supply, and the method of...