1. Describe Xpressos Lube's service package? Hint: there are 5 features of a service package - talk about each of them.

2. How are the distinctive characteristics of a service operation illustrated by Xpresso Lube? What makes it a service? Use the terms and words that describe a service that are found in the textbook and in the lectures.

3. How do the elements of the Experience Economy ideas fit with what Xpresso Lube is doing? Use the words that are described in the experience economy lecture video.

4. Describe where Xpresso Lube fits in the service process matrix. Why would you put it there? What managerial challenges does that create? How could they move to a different quadrant of the service process matrix?