1. Describe Village Volvo's service package.
2. How are the distinctive characteristics of a service firm illustrated by Village Volvo?
3. How could Village Volvo manage its "back office" (repair operations) like a factory? What kinds of repair operations would be routine and what kinds wouldn't? (You may need to do a "Google search" if you're not familiar with car repair.)
4. How can Village Volvo differentiate itself from Volvo dealers?

See the explanation for the answer.

Explanation:

1. Village Volvo’s service package involves following 5 service package:-

a) Implicit Service:-Mechanics of Volvo provides very friendly environment with positive attitude. They acts as helping hand to customers by providing them advice/consultancy.

b)  Explicit Service:-Volvo provide high quality of repair services with a reasonable price thereby ensuring that all Volvo vehicles are running smoothly with no problems.

c)   Facilitating goods:-They provide good waiting area for their customers with services such as TV, coffee, soft drink machine newspaper.

d)  Supporting facility: - They occupy new building and keep it neat and clean. This building include all facilities as per requirement.

e)  Information:-Mechanic understand vehicle’s problem first, analyze solution and notify customer with estimated cost and time required.

2. Distinctive characteristics of a service firm illustrated by Village Volvo are:-

a)  Trust

b)  Customer comfort and satisfaction

c)  Respect

3. Village Volvo can manages its back office like a factory by adoption framework of quality management i.e

a)  Giving more importance to safety of its employees.

b)  Stressing more on security of its employees

c)  Create friendly environment for employees to work in and provide employee satisfaction.

d)  Provide a sustainable growth.

4. Village Volvo can differentiate itself from Volvo dealers from following ways:-

a)  Sustainable customer touch points.

b)  Professional mechanics/agents

c)  Through service excellence, village Volvo can create a differentiation.

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