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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.
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.
• 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
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.
• 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
• 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
Location’s Contribution

• Proximity to University Automotive :
  Transportation service.

• Site on a main street near the university.

• Proximity to many local shops.
Value Adding Services
• Service+ auto mobile parts

• Services for two wheelers

• Service on wheel

• Membership service for regular customers.

• Reminders
Service operation,Case Xpresso lube

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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