Introduction : Xpresso Lube

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 book store, Wheatsville Coop
Foodstore, Amys ice cream, and Toy Joy.

EXPLICIT SERVICES
To and fro transportation services from work.
Customers can see the problem with the technicians directly
due to the presence 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.

 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

Only single site service outlet
Customer travels to service firm

Locations Contribution
Proximity to University Automotive :
Transportation service.
Site on a main street near the
university.
Proximity to many local shops.

Value Adding Services

Service+ auto mobile parts
Services for two wheelers
Service on wheel
Membership service for regular customers.
Reminders