Xpresso Lubes offers oil change and additional automotive services through packages that aim to make customers feel comfortable and convinced through amenities like a waiting room and coffee bar. The document discusses key characteristics of service firms like Xpresso Lubes, including customer participation, a high level of contact, customization through case-by-case service, and demand that is driven by customers rather than supply. Elements of success for Xpresso Lubes are identified as differentiation through excellent service, integrated service networks, effective management of customer interactions, and well-trained employees.

1. By-
Praveen Sidola

2. Xpresso Lubes service package
• Core - Oil Change (“Quick oil/ Lube”)
• Additional - cost & time, Large &
equipped waiting room, coffee bar,
Transportation
Source - http://www.texacoxpresslube.com/

3. Distinctive characteristic of a
service firm illustrate by Xpresso Lubes
• Xpresso Lubes implemented Service package , which make
customer convinced & comfortable.
• In the service management if you are able to make customer
your side, your 50% job have to be done.
• The professional, courteous and well-trained automotive
experts at each Texaco Xpress Lube center are there to help
make your life easier, keep your car performing its best, and
get you back on the road with a smile.
Source - http://www.texacoxpresslube.com/

4. Characteristic of XL
• Nature of service - Customer participation
• Relationship - High Contact
• Customization & Judgment - Very High
• Nature of Demand & Supply - Pull
• Method of service delivery - Case
management, Supportive services.
Source - http://www.texacoxpresslube.com/

5. Elements of XL success
• Differentiation through service excellence
• Integrated service networks
• Customer touch-point management
• Smart service agents

6. Value Addition
• Differentiation through service excellence
• Integrated virtual call centre
• Integrated service networks
• Proactive after sales service
• Customer touch-point management
• Smart service agents