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, Amy’s 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

Location’s 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