Case study Village Volvo
1. Describe Village Volvo’s Service Package
• Supporting Facility
1. Location
Suburban location –problem: when customer bring and leave their car for reparation, they might have problems to get back to town.
2. Interior decoration
Waiting room is equipped with a TV, comfortable chairs
3. Supporting equipment?
Not specified
4. Architectural appropriateness?
New butler building (prefabricated metal structure) four work bays, an office, waiting area and storage room
5. Facility layout
-waiting areas provided mainly used for customer who come for a quick, routine jobs etc
• Facilitating goods
1. Consistency:
Excellent care of customers’ unique requirements
2. Quantity?
3. Selection
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In its particular operation area Village Volvo can feel certain in not being copied, for the simple reason that the market for this special service is to small.
Due to the fact that both owners worked for the local Volvo dealer before they have opened their own business, they have already known many clients and enjoy a good reputation as well
Heterogeneity
Even Volvo’s service is
3. Characterize Village Volvo in regard to
The Nature of service act The service of the Village Volvo is actually a ‘physical possession’ and tangible but has features of the category ‘people’s bodies’ as well.
Even the car is object of the service process car owner bring the car to village Volvo and are in consistent contact with the service firm. This means that facility design and employee interaction have a significant implication on customers’ impression.
The relationship with the customer
Village Volvo cultivates an intense contact to its customers.
Cars that have been repaired once are recorded in a system called CCVD.
However there is no formal relationship with the customer according to H. Lovelock’s matrix ‘classifying Services to gain Strategic marketing insights.
It would not make sense for village Volvo to offer a membership to the customer. Once a customer brings his/her car for reparation he/she expect the work to be done accurately, which means the
preparing packages for deliveries. The size of the building is approximately 3600 rentable square feet. It has two half bathrooms and three offices.
Some of the other professional and affordable services we offer include fuel delivery, flat tire, car door unlock, police confiscate recovery, winch out, and junk car
The building consists of a canteen area, an office for admin duties, two toilets, a locker
Part three explains that as the result of the consumer accepting the vehicle as is, the consumer waives all right to return the vehicle to the premise if the consumer finds out that the vehicle looks or feels different than originally sought.
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1. Analyze Enterprise’s Service Quality Survey. What information is it trying to gather? What are its research objectives?
This siutation was a win-lose strategy that I’ve encounter. I had to scarafice more time and expend more money for gas that I didn’t planned for. I have yet to inspect or pay for this vehicle and have already faced two type of negotiation strategy.
Hyundai automotive distributors were established in 1967. The company has displayed a high level of commitment to southern Africa’s future from both an economic and political point of view.
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With the purpose of obtaining usable information that, I can show the prospective buyer the extras that my Jetta has to offer. I think that this may help to justify my price point. I will also obtain a recent copy of the Car Fax report to highlight the fact that I am on the up and up and that I am not trying to hide anything, furthermore I will also provide the maintenance records as to show that the car was well cared for and prove that it is in good condition.