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Service Management: Operations, Strategy, Information Technology 8th Edition by James Fitzsimmons,Mona Fitzsimmons,Sanjeev Bordoloi
Edition 8ISBN: 978-1259010651Service Management: Operations, Strategy, Information Technology 8th Edition by James Fitzsimmons,Mona Fitzsimmons,Sanjeev Bordoloi
Edition 8ISBN: 978-1259010651 Exercise 2
Describe Xpresso Lube's service package?
Explanation
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Verified
The service operators popularize themselves in the form of service packages they provide so as to gain more customers. The service packages may be referred to as the services and the information relevant to it being made accessible to the customers in the particular environment.
As a part of the expansion in the global business there are many dealers for the same service and each of them claim to be better and unique than the other in some of the attributes. The service package of a service provider determines the uniqueness of the operator in various aspects with regard to the working environment. The most common attributes taken in to consideration for a service package are supporting facility, facilitating goods, explicit services and implicit services. The ultimate aim of the service package is to ensure quality in the service and customer satisfaction, as they are the key elements for a business to be successful.
The service package of the Xpresso Lube can be described with regard to the above features as follows.
1. Supporting Facility: The supporting facility of the service package attracts more customers and the satisfaction level of the customers would be higher if this facility is found to be pleasing. The Xpresso Lube is located in the main street near to the university making it easily accessible to the students and the staffs. They also provide transportation facility to and from the Lube to the customer place. This would reduce the rush in the Lube and make a place of preference for the working customers.
2. Facilitating Goods: The Lube is provided with a coffee bar with a large waiting area with sufficient tables and chairs. The waiting area is extended to out side covered area so as to use in the pleasant weather. This would make the customers to wait leisurely with out getting tired of the time taken for the service. The stereo music system and the different reading material available help to make the customers comfortable. The customers can make their shopping in the near by local shops by leaving the vehicle for service which would be taken as an added advantage for choosing the Lube.
3. Explicit services: The explicit services of the Lube that makes them more preferred dealer than the others can be to and for transportation of services, customers can view the lower side of the vehicle to identify the issue with the presence of the lift and the services are charged comparatively reasonable and cheaper.
4. Implicit services: The implicit services that makes the Lube win the trust of the customers can be the presence of the coffee bar and a pleasant ambience in the waiting room, music being played in the coffee bar, the honest approach of the mechanics towards the customers.
As a part of the expansion in the global business there are many dealers for the same service and each of them claim to be better and unique than the other in some of the attributes. The service package of a service provider determines the uniqueness of the operator in various aspects with regard to the working environment. The most common attributes taken in to consideration for a service package are supporting facility, facilitating goods, explicit services and implicit services. The ultimate aim of the service package is to ensure quality in the service and customer satisfaction, as they are the key elements for a business to be successful.
The service package of the Xpresso Lube can be described with regard to the above features as follows.
1. Supporting Facility: The supporting facility of the service package attracts more customers and the satisfaction level of the customers would be higher if this facility is found to be pleasing. The Xpresso Lube is located in the main street near to the university making it easily accessible to the students and the staffs. They also provide transportation facility to and from the Lube to the customer place. This would reduce the rush in the Lube and make a place of preference for the working customers.
2. Facilitating Goods: The Lube is provided with a coffee bar with a large waiting area with sufficient tables and chairs. The waiting area is extended to out side covered area so as to use in the pleasant weather. This would make the customers to wait leisurely with out getting tired of the time taken for the service. The stereo music system and the different reading material available help to make the customers comfortable. The customers can make their shopping in the near by local shops by leaving the vehicle for service which would be taken as an added advantage for choosing the Lube.
3. Explicit services: The explicit services of the Lube that makes them more preferred dealer than the others can be to and for transportation of services, customers can view the lower side of the vehicle to identify the issue with the presence of the lift and the services are charged comparatively reasonable and cheaper.
4. Implicit services: The implicit services that makes the Lube win the trust of the customers can be the presence of the coffee bar and a pleasant ambience in the waiting room, music being played in the coffee bar, the honest approach of the mechanics towards the customers.
Service Management: Operations, Strategy, Information Technology 8th Edition by James Fitzsimmons,Mona Fitzsimmons,Sanjeev Bordoloi
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