Sei sulla pagina 1di 9

Introduction : Xpresso Lube

Xpresso Lube : Oil change station cum coffee bar. Entrepreneurial venture of Charlie Green. Started with the purpose of providing a unique, pleasant and honest service to its customers.

Service Package
SUPPORTING ACTIVITIES
Location on a main street near the university University Automotive : transportation service to and from work, located behind Xpresso Lube. Carpeted floors and numerous tables and chairs. Outside area covered for use in pleasant weather.

FACILITATING GOODS
Large waiting area converted to a coffee bar with a number of amenities. Stereo system for music. Current reading material appealing to different interests. Proximity to local shops like Half-Price book store, Wheatsville Coop Foodstore, Amys ice cream, and Toy Joy.

EXPLICIT SERVICES
To and fro transportation services from work. Customers can see the problem with the technicians directly due to the presence lift. Honest and reasonably charged services.

IMPLICIT SERVICES
Coffee area provide a different ambience from the waiting room. Music Bands to play in the evenings. Trust

Distinctive Characteristics
CUSTOMER PARTICIPATION IN THE SERVICE PROCESS
The customers can accompany the technician to the car to see the faults.

SIMULTANEITY
Oil changing services are created and consumed simultaneously

PERISHABILITY
Unoccupied seats in the coffee house at any instant. Unutilized time of a technician.

INTANGIBILITY
Customer satisfaction due to oil change with a coffee house experience attached.

HETEROGENEITY
Unique service for each customer.

NATURE OF THE SERVICE ACT


Tangible actions directed at the people as well as their possessions.

RELATIONSHIP WITH CUSTOMER


Discrete Transactions

No formal relationship

CUSTOMIZATION & JUDGMENT


Highly customized service characteristics Medium level judgments by customer contacts

NATURE OF DEMAND & SUPPLY


Demand fluctuation over time is low

Peak demand can usually be met without major delay

METHODS OF SERVICE DELIVERY


Only single site service outlet Customer travels to service firm

Locations Contribution
Proximity to University Automotive : Transportation service. Site on a main street near the university. Proximity to many local shops.

Value Adding Services


Service+ auto mobile parts

Services for two wheelers


Service on wheel

Membership service for regular customers.


Reminders