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Village Volvo is a car repair shop owned by two former authorized Volvo dealer mechanics to provide quality repair service on out-of-warranty Volvos. The purpose of this case study is to illustrate some selected service concepts by analyzing the organization and service delivery system of Village Volvo. We answer the following four questions to accomplish our objective.
Please answer the following questions:
1) Describe Village Volvo’s Service Package.
2) How are the distinctive characteristics of a service firm illustrated by Village Volvo?
3) How could Village Volvo manage its back office (i.e., repair operations) like a factory?
4) How could Village Volvo differentiate itself from Volvo dealers?
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