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Xpresso Lube
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Summary
�꽕由� �씠�쑀:
�옄�룞李� �젙鍮� 履쎌쑝濡� 怨듬��, 而ㅽ뵾 �냽�옣�쓣 �슫�쁺
湲곗〈�쓽 �젙鍮꾩냼�뱾�씠 �냽�룄濡쒕쭔 寃쎌웳
留롮�� �궗�엺�뱾�뿉寃� �듅�엳 �뿬�꽦�뱾�뿉寃� �젙鍮꾩냼�뿉�꽌 吏��굹移� �닔由щ퉬瑜� 泥�援�
湲곗〈�쓽 �젙鍮꾩냼����쓽 李⑥씠�젏:
而ㅽ뵾 諛붿�� �젙鍮꾩냼瑜� �빀移�
援먰넻�닔�떒�쓣 �젣怨�, ���湲곗떎 遺꾩쐞湲곕�� 諛붽퓭 �냽�룄 �쇅�뿉 �떎瑜� 遺�遺꾩뿉�꽌 寃쎌웳
�떎�젣濡� �옄�룞李⑥쓽 怨좎옣 �궃 遺�遺꾩쓣 �솗�씤耳� �빐 �떊猶곕룄 �넂�엫
Charlie Green
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Question 1
The Service Package
of Xpresso Lube
Supporting Facility
李⑤웾 �젙鍮꾩냼, �뿉�뒪�봽�젅�냼 移댄럹
Facilitating
Goods
���湲� �씪�슫吏�, 而ㅽ뵾 癒몄떊, 而ㅽ뵾, �옟吏�,
�뒪�뀒�젅�삤 �떆�뒪�뀥, �쓽�옄, �삤�씪, �옄�룞李�
遺��뭹, 由ы봽�듃
Explicit
Services
�렪�븞�븳 �뀛���踰꾩뒪 �꽌鍮꾩뒪, 留쏆엳�뒗 而ㅽ뵾, �닔由� �꽌鍮꾩뒪
Implicit
Services
苡뚯쟻�븿, �븞�씫�븿, �떊猶곌컧, 利먭굅���
Supporting Facility
Service
Experience
Information
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Question 2
2. Simultaneity
�꽌鍮꾩뒪: �깮�궛怨� �룞�떆�뿉 �냼鍮�, 臾댁옱怨좎꽦
�닔�슂蹂��룞�씠 �떆�뒪�뀥�뿉 吏곸젒�쁺�뼢 ��됯컻諛⑹떆�뒪�뀥
怨좉컼 湲곕떎由�, ���湲고뻾�젹 ` 源뚰럹 + �젙鍮꾩냼
怨좉컼�쓣 鍮쇱븮湲� �쐞�뿕�꽦 �넃
The Distinctive Characteristics of a Service Operati���(�깮�왂)
1. Customer Participation in the Service Process
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�쓬
�닔�슂媛� 怨듦툒 �뒫�젰�쓣 珥덇낵�븯�뒗 �젙�룄
理쒓퀬�닔�슂媛�
怨듦툒�뒫�젰�뿉
留욎떠吏�
�닔�슂媛� �옄二�
怨듦툒�뒫�젰�쓣
珥덇낵�븿
Xpresso Lube
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洹뱀옣
�씠諛쒖냼
踰꾩뒪
�뙣�뒪�듃�뫖�뱶 泥댁씤
�빐異� 援ъ젣 �꽌鍮꾩뒪
�깮�떆
�슦�렪 諛곕떖
�옄�룞李� 湲닿툒 �닔由� �꽌鍮꾩뒪
�떊�슜移대뱶 �쉶�궗
吏��뿭 TV 諛⑹넚援�
�쟾援� TV諛⑹넚 �꽕�듃�썙�겕
�쟾�솕 �쉶�궗
�꽌鍮꾩뒪 留ㅼ옣�쓽 �씠�슜 媛��뒫�꽦
�떒�씪 留ㅼ옣
蹂듭닔 留ㅼ옣
�꽌鍮꾩뒪 �쟾�떖�쓽 �꽦寃�
怨좉컼�씠 �꽌鍮꾩뒪
留ㅼ옣�뿉 媛�
�꽌鍮꾩뒪 �뾽泥닿��
怨좉컼�뿉寃� 媛�
�뼱�뒓 �젙�룄�쓽
嫄곕━瑜� �몢怨�
�븯�뒗 嫄곕옒
Question 3
怨좉컼�씠 �꽌鍮꾩뒪
�뾽泥대�� 李얠븘媛�
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Question 4
Xpresso Lube�쓽
�꽦怨듭뿉 湲곗뿬�븳
吏�由ъ쟻 �슂嫄�
Austin�쓽 ����븰 以묒떖媛��뿉 �쐞移�
a broad spectrum of
customers
�룄蹂� 嫄곕━�뿉 �떎�뼇�븳
local shops
Adjacent to
University Automotive
- Joint Business媛��뒫
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Question 5
Other Services
To ��쏿dd value��� For The Customer
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Thank you!
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