Village Volvo

Distinctive Characteristics of Service

Customer Participation
Intangibility
Simultaneity
Perishability
Heterogeneity
Transferability
Customer
Participation
The owner- mechanics do no repairs between 7 and 8 am and 5 and 6 pm.
Service manager is the main point of contact


Intangibility
Address customers psychological needs
Introducing Innovations
Shuttle service
waiting room

Simultaneity
custom car care service
Client-Mechanic discussion


Perishability

Service is a perishable
commodity and cannot
be inventoried.

customer care vehicle
dossier (CCVD)

Heterogeneity
Role of CCVD

consistent service
delivery

Well maintained
Customer touch points

Transferability

Relationship building

Educating the consumer
T
u
H
O
y
K
N
A