Village Volvo Case Study

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1. Describe Village Volvo’s service package. As explained by Fitzsimmons and Fitzsimmons (2011), the five (5) factors that encompass any company's service package and how they relate to Village Volvo are as follows: 1. Supporting Facility - In an immediate sense of the term "Supporting Facility", the auto shop building itself is the best example. However, one could also consider the plan to offer a shuttle service to their customers another method of Supporting Facility. 2. Facilitating Goods - The actual car parts provided is how one could explain the Facilitating Goods by Village Volvo. 3. Information - The best example of how Village Volvo provides information to their clients in they use of the CCVD to maintain a record of all the repairs that were completed in the car. Another way Village Volvo provides information to their customers is by letting them know and see what was wrong with the parts that were removed and replaced in the vehicles. 4. Explicit Services - Village Volvo is able to provide their customers with an estimated time of completed for the repairs to be done on their vehicles. This, and the quality work put out by the mechanics at Village Volvo, are evident factors that portray their Explicit Services. 5. Implicit Services - Village Volvo offers customers a sense of security with the repairs that are completed on their vehicle. They know that the 20+ years of combined experience the owners have is more than enough to repair any problem. 2. How are the distinctive characteristics of a service firm illustrated by Village Volvo? As explained by Fitzsimmons and Fitzsimmons (2011), the five (5) factors that encompass the distinctive characteristics of a service firm and how they relate to Village Volvo are as follows: 1. Customer Participation - This characteristic is evident by allowing the customer to take the car
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