Success of Enterprise Rent-A-Car - Assignment Example

ERAC offered the extraordinary convenience of dropping off and picking up customers at the location, and a free-of-charge repair shop. ERAC offers excellent rates. By this rates are lower than competitors. They offer excellent choices of vehicles to customers that suit their needs. They maintain highly trained and educated drivers. Drivers are representatives of the company, and management sees to it they are respectable and educated, aside from giving them incentives.

Use the service profit chain to explain the success of ERAC.

• The Service Profit chain is an established relationship between profitability, customer loyalty, employee satisfaction, loyalty, and productivity. The service-profit chains go like this: Customer loyalty is the result of customer satisfaction. Satisfaction is driven by the value of the services provided to customers. Value is created by satisfied loyal and productive employees. Employee satisfaction is the result of company support and policies that enable employees to deliver good results to customers. The result of the chain is productivity which enhances profitability. The success of ERAC starts with providing good service that is rewarded by customer loyalty. Satisfaction of customers is triggered by the good service of employees who are inspired to work for the company because of the pleasant working environment. A pleasant environment produces high-quality service that makes everybody happy.