Question

1. Describe Village Volvo's service package.
2. How are the distinctive characteristics of a service firm illustrated by Village Volvo?
3. Characterize Village Volvo in regard to the nature of the service act, the relationship with customers, customization and judgment, the nature of demand and supply, and the method of service delivery.
4. How could Village Volvo manage its back office (i.e., repair operations) like a factory?
5. How can Village Volvo differentiate itself from Volvo dealers?


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  • CreatedAugust 22, 2015
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