빌리지 볼보(Village Volvo)

소개글

case1.1, Village Volvo’s service package

목차

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 like a factory?
4) How can Village Volvo differentiate itself from Volvo dealers?

본문내용

1) Describe Village Volvo’s service package.
-> The service package is defined as a bundle of goods and services with information that is provided in some environment. This bundle consists of five features. There are supporting facility, facilitating goods, information, explicit services and implicit services.
First, the volvo’s supporting facility consist of a new building that has four work bays in addition to and office, waiting area, and storage room. It is the physical resources that must be in place before a service can be offered.

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