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– Nelson Mandela

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1-2 Discussion Village Volvo Case_Management of Service

1-2 Discussion Village Volvo Case_Management of Service

Q 1. Describe Village Volvo's service package in terms of the five components described in the overview.

Q 2. How are the distinctive characteristics of service firms illustrated by Village Volvo? 3. How can Village Volvo differentiate itself from other Volvo dealers?

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The five components described in the overview of the Village Volvo service package are : a) Supporting Facility- The Village Volvo has got a new building which has four bays in it and an office. It also has a waiting areas and a storage room. All the required facilities are available here. b) Facilitating good – This consists of a TV set, chairs which are comfortable, automatic vending machine for coffee and soft drinks, provision for reading newspapers. These are all available in the waiting area. Shuttle services are provided to locations which are inconvenient. Replacement of auto parts is also there.