Supporting facility: Village Volvo occupies a new Butler building with 4 work bays, an office, waiting area and storage room.
Facilitating goods: The shop was built in suburban area and the building is not centrally and conveniently located for all of the customers. A daily shuttle service which is only two or three times a day is being considered, since no alternate transportation is currently available. On the other hand, the waiting room is equipped with a television set, comfortable chairs, coffee, a soft-drink vending machine, magazines and the local newspaper. This facility is used almost exclusively by the clients who come during the “drop-in” times.
Information: Village Volvo Customer maintains Custom Care Vehicle Dossier (CCVD) continuing file for each vehicle.
Explicit services: Village Volvo provides quality repair on out of warranty Volvos at a reasonable cost, high quality customer service (during contact hours and scheduled repair), and takes care service throughout the repair process to keep the car clean and the inside is vacuumed as a courtesy before pickup.
Implicit services: The mechanic may take a short test drive with the client to be certain that both understand the area of concern. The purpose of the action is to make the client feel comfortable and satisfied.
Question 2: How are the distinctive characteristics of a service firm illustrated by Village Volvo?
Village Volvo’s service provides quality repair service on out-of-warranty Volvos at a reasonable cost.
What’s more, customers participate in the service process. For instance, the mechanic will discuss the problems the client has noticed during the repair process. Village Volvo’s service also includes maintaining Customer Care Vehicle Dossier (CCVD) file for each vehicle, after-repair service and other services network, such as body work, alignments, and reupholstering. [continues]
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