1 Describe Village Volvo’s service package
Relate the case to the 4 features of the service package: Supporting Facilities, Facilitating goods, Implicit and explicit service characteristics. See the additional information relating to these characteristics on the blackboard site to help you with this
2 How are the distinctive characteristics of a service firm illustrated by Village Volvo?
Here you need to relate to the distinctive service characteristics – The Presence of the Customer, Simultaneity, Perishabilty, Intangibility & Heterogenity. See the additional information relating to these characteristics on the blackboard site to help you with this
3 How could Village Volvo manage its back office (ie repair operations) like a factory?
For this you need to revisit the process characteristics of manufacturing type organisations and relate what you can to this service situation.
4 How can Village Volvo differentiate itself from Volvo dealers?
What performance characteristics does Village Volvo employ to differentiate itself from other main Volvo dealers?