Service Process Design

1. At Ford Motor Company and at the Able Ford Dealership the 3 elements of the Service-Product Bundle include the tangible service called explicit service, the psychological benefits of the service called implicit service and lastly the physical goods called facilitating goods. When a customer comes into the Able Ford Dealership to buy a car, they receive both an explicit service, in which the customer hopes to make and receive a good honest deal on the vehicle being purchased with total satisfaction, and the facilitating good in the new vehicle itself. The implicit service piece to this is how the customer feels about how they were treated and if all of their needs have been met and most importantly the overall satisfaction that they have with their buying experience.

2. Ford Motor Company's Able Ford Dealership falls under the customer routed cell on the Service Matrix. Since each customer is a unique individual, because of the high interaction with the customers when they sell cars so customers feels like they deserve their own unique experience at the dealership, by what the employees do for them.