Case2-1

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  • Published : October 14, 2012
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Questions
1. Describe Village Volvo’s service package.
Support equipment支援設備
-ex:新管家建設4個工作位,一間辦公室,等候區,儲存室 Auxiliary Goods輔助商品
-ex:更換汽車零部件
Provide information提供資訊
-ex:解決餐廳吃飯的氣氛
Exons services外顯服務
-ex:出保修沃爾沃在合理的成本
Implicit service內隱服務
-ex:在維修過程中提供客戶服務
2. How are the distinctive characteristics of a service firm illustrated by Village Volvo? Customer participation in the service process: waiting room equipped with a TV, comfortable chairs, coffee, a soft drink vending machine, magazines, newspaper Simultaneity: vehicle repaired only when it comes, variation in repairs/day, not only quality but other measures like customer satisfaction Perishability: capacity of Village Volvo, an hour without repair Intangibility: reputation of Village Volvo Heterogeneity: variation of problems from vehicle to vehicle 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 service delivery. Customer involvement and service process顧客参予和服務的過程 Simultaneity同時性

Perishable易逝性
Intangibility無形性
Heterogeneity異質性
4. How could Village Volvo manage its back office(i.e., repair operations)like a factory? They have set aside specific times each week when clients ma drive in for quick, routine services such as tune-ups and oil changes, but they encourage clients to schedule appointments for the diagnosis and repair of specific problems. 5. How can Village Volve differentiate itself from Volvo dealers? Differentiating Between Market Structures Team Paper

In order to differentiate between market structures, the first thing to do is define market structures. A market structure in regards to economics is known as the number of firms producing identical products. ...
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