Case Study Village Volvo's Service Package

SERVICE. We are committed to providing the best experience and enjoy positively interacting with everyone we meet. We genuinely care about every customer we see and do our best to find solutions to any problem that might come our way.

Services : Customers want to have a polite and good customer service provided for them. Some elderly and disable people may need the delivery service.

Nowadays, services dominate economy and generate most new jobs. This service encounter report aims to compare and contrast my own real-world service experiences using services marketing theories. Firstly, it will compare my two satisfactory encounters journals in East Coast Car Rentals and Ambient Hotel Colina to get the most satisfactory one. Secondly, two dissatisfactory encounters in Ray White Alderley and Myer will be compared to gain the least satisfactory one. Finally, I will give 3 recommendations for the least satisfactory encounter. Theories of level of tangibility, heterogeneity, inseparability, and perishability; level of customer service;

However, it can be argued that having a well communicated service concept could restrict an organisation and its managers should they what to change their service or product. Johnston et al. (2012) goes as far as saying that significant changes to service concepts can expose the weaknesses in the organisation. The service concepts of Travelodge and Hilton are considerably different, a comparison of the two (appendix four) shows this. It could be said that the service concept of Hilton provides broader outcomes and customer experience, should Travelodge want to tailor their service concept to achieve similar outcomes they would have to veer from the service concept in which their employees and customers are already invested in, creating a

The purpose of this report is to analyse the customer service system employed at West Dealership of Melbourne Car World. It should be noted that performance management has not been carried out so far this financial year which has no doubt prompted, at least in part, this investigation and the following report. The first quarter data of the 2012 financial and all data available pertaining to customer service operations will be considered.

The service industry interacts with our lives on a daily basis. Services can be defined as deeds, processes and performances. When considering the differences between products and services, intangibility and the fact that a service cannot be touched, tasted, viewed or tried on are terms often used (McColl-Kennedy & Kiel 2000). Services differ from goods in essentially four ways: (1) intangibility; (2) inseparability; (3) heterogeneity; (4) perishability (Kotler, Brown, Adam, Burton, Armstrong 2006). To deliver a quality service, managers also pay attention to the importance of tangibles that support service delivery as well as service delivery blueprinting. Managers must also accept that service failures occur and be able to

Car dealerships provides service before during and after sales they do this because it is important to know if a customer will come back. Before a purchase is made they allow the customers to take the car for a test run so they get a feel of how it drives. They identify the customers and treat them effectively providing them with information they need about the product. During the purchase they also help customers find the perfect car and help them with documents that needs to be filled in for the car. One of the main things they offer is insurance on the spot, once everything is finish they let them know that it was a good choice and tell them enjoy their new car. After the purchase is made they offer delivery Audi dealers offer the customer service on the car whenever it is due, and stays in touch with the customer to make sure their happy with the car.

Improving customer service, offering them the best selection, quality, and value (Company History, n.d.) is at the core of the business. The company is committed to the customer’s experience and tailors the business “through the eyes of our customers” as “listening to the customer has never been more important” (Annual Reports, 2014). Additionally, the company offers a variety of brands and services to serve

Customer service is definitely important in automaker market, because customer who drives broken car, it is possible to occur a serious car accident. I believe that most of customers do not have car knowledge and need a high quality after service.

Tangible goods, or rather manufactured goods, have been the dominant medium of exchange for centuries. However, recent decades have proved that it is no longer the case as there has been a prevalence of being service oriented (Vargo and Lusch, 2004:1-2). Services, as defined by Vargo and Lusch (2004), are  “the application of specialized competences (knowledge and skills) through deeds, processes, and performances for the benefit of another entity or the entity itself (p.2).” Utilizing services gives businesses an edge, a competitive advantage, particularly in an evolving competitive market, something which Metalfrio is definitely part of (Vargo and Lusch, 2004:9).  Those businesses that learn to adapt tend to do well. In addition, Vargo and Lusch (2004) write this shift to services is also a shift from producer perspective to a customer perspective (p.2). Thus, it leads to more of a collaborative effort where co-creation leads to adding value to the service rather than a product having value (Vargo and Lusch, 2004:6). Also, customers rather develop relationships with those that can provide a range of related services over an extended period of time, thus allowing businesses retain their clients for the long term (Vargo and Lusch, 2004:13). Overall, service oriented marketing is a direction that businesses should be headed towards to ensure that they can remain relevant and competitive in the

Source : Adapted from A. Parasuraman, Valerie Zeithaml, and Leonard Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall 1985)

For example, Primark is offering to their customers the high quality, at value for money. It is supported by service promised by

Service-dominant logic is based around service. Service is defined as the use of knowledge and skills though deeds, processes, and performances for the benefit of another. Service includes doing something that benefits another person. This does not strictly include customers, but also includes suppliers and employees. Service is completed through interaction with another person. The service deeds should not be isolated. Service involves the use of knowledge and skills that can assist another person and will give the retailer the competitive advantage.

Leading the industry by providing personal, honest and effective service that results in an advantageous business relationship with our customers, partners and suppliers;

Also, as it takes time to service the car and doing without the car may inconvenience the customer, they may have a negative perception before the process starts. There is need to be aware of the difference between the car service and the customer service. The service may be good but the customer service can be bad at the same time.