The Venture Rent-A-Car provides augmented services to its customers by preserving a unique offering proposition on the market of rental automobile. It mainly targets the non-public services which is the USP of ERAC, this USP has been executed in almost each element of its business operations.
The service idea of ERAC includes client satisfaction as it's to start with objective and goal and secondly it targets the employees of the organization and their benefits. The organization feels that customer and employees will be the two major key forces responsible for the target accomplishment, service making and success. Enterprise Rent-A-Car (ERAC) defined its service in a different way than that of the typical national car lease company by giving wonderful rental program that was iconize by its now-famous covered car. Its services aim at providing various advantages to its customers, the main element features of its services are the following:
It provides amazing convenience facilities in the form of near by locations, and with the conveyance facilities to customers at their homes, repair retailers, offices without any charges.
It provides services at most fair and affordable rates to its customers as part of its operational strategy.
It provides exceptional rented vehicles on various events.
It mainly targets local rental segment.
It provides excellent training facilities to its employees to be able to treat and fulfill customers effectively.
The ethical work place at ERAC results in job satisfaction and service quality of employees and the business respectively.
Question: 2
Answer: 2
The main focuses on the client and employee satisfaction will be the two key factors which lead to success of the ERAC and developing a competitive edge over other nationwide rental car companies. The features of its business idea allow ERAC to contend effectively with the prevailing national rentals car companies are the following:
Providing augmented services at reasonable rates.
Sharp give attention to the hometown market for checking out marketing opportunities.
It includes Fleet Management Operations combined with the leasing of automobiles in its business functions which ultimately helps the customer in outsourcing their complete vehicle departments.
It provides a strong dedicated accounts services through representatives who manages all the fleets regarding customers including acquisition, subscription, insurance services, funding, after market equipment, fuel management, corporate rentals programs, confirming, full maintenance management and disposal etc. These services assist in building competitive gain against the companies like Avis, Hertz, Budget, Alamo and Country wide.
The concentrate on local car rentals gives 10 to 15 percent expansion rate to ERAC while its competition focus on airport market achieve three to five 5 percent only.
Effective execution of sound HR practices pertaining to recruitment, selection, training and development assists with creating value added services to its customer, which brings about client satisfaction and improving organizational profitability and progress.
Providing services to customers at service structure location along with free conveyance center leads to compete effectively with the prevailing national rentals car companies.
The focus on athletes poses great effect on the culture of ERAC as it promotes a competitive environment which induces employees towards teamwork and evolves team spirit. This helps in beating opponents.
Question: 3
Answer: 3
The importance of service profit chain can scarcely be overemphasized in the success of any service business. It plays a very visible role in the effective making of services and achieves the best objective of customer satisfaction and revenue maximization.
The explanation of service revenue chain and its role in the success of ERAC is as follows:
The service revenue chain intends a solid relationship between the customer loyalty, profitability and service value to staff satisfaction, capabilities and productivity. It offers augmented services to the customers, which brings about customer loyalty, and customer devotion helps in improving the profitability and revenue growth. On the other hand the satisfied, ready, committed and profitable employees help in creating valuable services. The service revenue chain provides benefits in the following manner:
Internal Quality of ERAC contributes to satisfaction of Employees: Internal service quality is the surroundings in which employees perform their responsibilities, and organizational procedures like recruitment, selection, training and development, rewards and reputation of employees, work place technology etc. takes place. ERAC focuses mainly on the effective implementation of the aforementioned HR practices and thus have a satisfied labor force.
Satisfaction of Employees leads to Employee Retention and Productivity: As ERAC has a highly satisfied labor force, it is ultimately helpful in the retention of employees and also in the development of development and output. Retention of good employees also helps in client satisfaction.
Employee Retention and Productivity make Service Value: ERAC's well trained labor force is capable of fulfilling the objectives of customers which creates value as per their necessity.
Service Prices drive CLIENT SATISFACTION: The client value of ERAC can be assessed by its outstanding profit results against the total costs of making services. The immediate and qualitative service offerings to the clients assist in satisfaction of customers.
Customer Satisfaction drives customer Commitment: The highly satisfied customers of ERAC provides customer commitment to it.
Customer Commitment drives Success and Growth: The outstanding profits and expansion in revenue technology of ERAC is only possible through customer loyalty.
