Service operation,Case Xpresso lube

1. 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.

2. 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 , Amy’s ice cream, and Toy Joy.

3. 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

4. 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.

5. 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

6. 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

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

8. Value Adding Services Service+ auto mobile parts Services for two wheelers Service on wheel Membership service for regular customers . Reminders