Xpresso Lube

Ruchi Patel
Glen Savio Palmer
Thomas John
Anindya Saha

15BM60008
15BM60056
15BM60061
15BM60062

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

EXPLICIT SERVICES
To and fro transportation services from work
Customers can see the problem with the technicians directly due to the presence
of lift technology
Honest and reasonably charged services

Service Package

INFORMATION
Individual taste, preferences and requirements
are noted and taken care of

IMPLICIT SERVICES
Music Bands to play in the evenings
Coffee area provide a different ambience from the waiting room
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

Characterization
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 (at the beginning)

Only single site service outlet. (Now multiple sites)
Customer travels to service firm

Locations Contribution
Proximity to University Automotive :
It helps to provide to & fro transport from work.
Site on a main street near the university.
Proximity to many local shops.

Value Adding Services

Service+ auto mobile parts

Car wash and interior cleaning facilities
Radiator Flushing
Wheel alignment facilities
Membership service for regular customers
Reminders for next service