GROUP MEMBER:

DHIVYASHENE RAJAENDRAN MC170103983

KUMARESWARA MANIMARAN MC180106193
 Q1: How has enterprise Rent-A-
Car(ERAC) define it’s service differently
than that of the typical national car
rental company?
 THE SERVICE CONCEPT CULTURE OPERATIONS

 SERVICE
- “The service concept describes the way in which an organization
would like to have it’s services perceived by it’s customers
shareholders and lenders”.

- ERAC displays a great example of an effective service encounter

triad.
- ERAC looks to focus on the customer and also staffs.
- They provide convenience, low rates, and large selection.
 CULTURE

- “Culture is a tool for narrowing the gap between customer service

expectations and how employees deliver service”.
- ERAC prefers hiring graduates of athletes, fraternity types and social
directors.
- CEO comes and does daily workers tasks helping increase morale.
 OPERATIONS

- ERAC has streamlined communication systems.

- Job creation of a dedicated local enterprise account service
representative.
 Q2: What features of its business
concept allow ERAC to compete
effectively with the existing national
rental car companies?
 Convenience of customers

 Geographical spread and reliability

 Focus on people ( recruiting, hiring, training)

 Offices located within 15 minutes of 90% of the US

population

 ERAC culture
 Fasters a competitive environment

 Hiring and selection- targets young college graduates

 Competitive athlete graduates

 Employees with high social characteristic

 Good relationship with community and customers

 Reward system – foster competition from within

Q3: Use the service profit chain to
explain the success of ERAC?
 THE SERVICE PROFIT CHAIN
THEORY
- Internal factors: employees
- Service concept
- External factors : customers

 ERAC’S profit chain analysis

INTERNAL FACTORS
- Employee characteristic
- Reward and recognition system
- Competition and opportunities
- Benefits
 Service Concept
- Variety of cars and leases
- Efficient employees
- Attractive pricing

 ERAC’S profit chain analysis?

External factors
- Creating value for customer
- Enterprise service quality index
- Recognition awards for ERAC
- Creating loyalty

 Profitability and Growth

- Revenue growth : market leader
THANK YOUUUUUU !