Online Case Assessment

MD RUBAYAT UL ISLAM

1. Key aspects of case study tied with specific concepts of chapter one is
presented below: -
Introduction:
 Xpresso Lube: Oil change station cum coffee bar.
 Entrepreneurial venture of Charlie Green.
 Started with the purpose of providing a unique, pleasant and honest
service to its customers.

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 like Half-Price bookstore, Whitesville
Coop Food store, Amy’s ice cream, and Toy Joy.

 Explicit Services
– To and from transportation services from work.
 – Customers can see the problem with the technicians directly
due to the presence of the lift.
– Honest and reasonably charged services.

 Implicit Services
– Coffee area provide a different ambience from the waiting
room.
– Music Bands to play in the evenings.
– 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.

2. The various locational factors which contribute to Xpresso Lubes success

are:
i) A thriving business community
ii) Xpresso Lube’s location on a main street near the university attracts a
broad spectrum of customers
iii) Close proximity of Xpresso Lube to local shops where people can visit
while their cars are being serviced

3. Some of the personal experience of service offerings experience would

include the service offerings in Ron Marhofer Nissan. I own a Nissan Altima
2008. For oil changes purposes and any critical issue of my car I go there.
While I wait there for my car to be inspected there is free popcorn, hot
chocolate, tea, coffee various other amenities so that me as a customer does
not get bored.
Again, for brake changing purposes I would generally go to Market Street
Muffler shop. Main thing I find amazing about their shop is honesty. I have
been there several times for checking my brakes. But they would not charge
me for inspection and do not do any repair work if not needed. They have
lifts there to show the customer exact condition of breaks or exhaust.
Several times they inspected my car and suggested I would not need any
kind of repair right now.