1. Describe Village Volvo's service package. 2. How are the distinctive characteristics of a service firm illustrated...

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1. Describe Village Volvo's service package.

2. How are the distinctive characteristics of a service firm illustrated by Village Volvo?

3. Characterize Village Volvo in regard to the nature of the service act, the relationship with customers, customization and judgment, the nature of demand and supply, and the method of service delivery.

4. How could Village Volvo manage its back office (i.e., repair operations) like a factory?

5. How can Village Volvo differentiate itself from Volvo dealers?

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Service Management Operations Strategy Information Technology

ISBN: 517

8th Edition

Authors: James Fitzsimmons, Mona Fitzsimmons, Sanjeev Bordoloi

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Question Posted: Aug 22, 2015 07:11 AM

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1. Describe Village Volvo's service package. 2. How are the distinctive characteristics of a service firm illustrated...

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Step by Step Answer:

1 The following descriptions address the four elements of Village Volvos service package supporting facility facilitating goods explicit services and implicit service Supporting facility The new Butle...View the full answer

Service Management Operations Strategy Information Technology

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