Xpresso Lube

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A)Background of the Company

Xpresso Lube is set up by Charlie Green. Charlie is a man of different talent. He has the knowledge of oil-change from his family members and also good in musician. Xpresso Lube was found because Charlie had an unpleasant experience while getting his car oil changed. He witnesses the lube technician was trying to “ripped off” an elderly lady. From that incident onwards, it gave him a clear idea of setting up his own oil-change station. From the oil change business, Charlie, wants to move customers in an out as quickly as possible. Speed of the service is the way how Xpresso Lube differentiates themselves from their competitors. Charlie designed the environment for his Business different the traditional oil-change station. He decided to combine the coffee bar with an oil change business.

B)Answers to all Questions

1. Describe Xpresso Lube’s service package.

Xpresso Lube’s provides oil-change service to its customers, change it yourself or pay someone else (quick oil/lube station, dealership, and independent mechanics). Xpresso Lube did not only provide oil change services at the same time he offered customers with coffee bar experience as well as music band during the evening. Xpresso Lube has two service lifts.

Charlie provided a free transportation services taking his customers to and from work to ensure the convenience of the customer. Charlie ensure his customers to understand their car better, the technician in Xpresso Lube would bring customers under their own car and explain the current situation so that the customer would get a better picture.

2. How are the distinctive characteristics of a service operation illustrated by Xpresso Lube? Customer Participation in the Service Process: Customers will bring their car to Xpresso Lube and wait for the oil change. Customers are explained to the current situation of the car and invited to inspect the car while on the lift to observe other needed...
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