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Akron

In: Business and Management

Submitted By zamzam123123
Words 1528
Pages 7
Case Study:
Village Volvo CASE 2.1

Shahrzad 20121014
Zahra 20121016

Index • Introduction about Village Volvo • Village Volvo’s Service Package • Distinctive characteristic of Service firm • Characterize Nature of Service act • Characterize Relationship customers • Characterize Customization and judgment • Characterize Nature of demand and supply • Characterize Method of service delivery • Village Volvo back-office management • Village Volvo Versa Volvo Dealers • Conclusion

Introduction about Village Volvo and their mission statement
The mission of the Village Volvo is to profit from the sale of automobiles, parts and services. They are seeking to achieve this by creating an environment for their customers of comfort, reliance and respect.
This environment will be formed by the continued emphasis on employee satisfaction, which leads to greater efficiency and productivity through employee retention.
They aim their employees to establish a daily goal of anticipating and satisfying the customers’ needs in order to build a relationship-based business, which develops an ever-growing customer base.

1. Describe Village Volvo service package.

Village Volvo provides quality repair at a reasonable cost for out of warranty Volvos. Car owners can visit for Routine Services such as tune-ups and oil change or for diagnosis and repairing specific problems in an estimated time. They have CCVD which is Custom Care Vehicle Dossier to keep records of the car history services (Historical trend) that assists in solving the future possible problems and repairing the same accordingly with building Customer Relationship.

Before describing the Village Volvo service package we need to define service package. Service Package is a bundle of goods and services which consists information that are provided

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