In order to gain a greater understanding of marketing in service sector.

... Introduction In order to gain a greater understanding of marketing in service sector, I will be looking at the case study of the Sullivan's Motor World and critically analyzing its service market. Sullivan Motor World is a company selling both new and used vehicles. The owner Walter Sullivan who set up this business in 1977 had died recently and his daughter Carol Sullivan-Brown was asked to temporarily assume the position of general manager of the dealer-ship. Carol was working in the travel industry and her employer had given her a six weeks leave of absence to put her father's affairs in order. When she was reading the financial statement of the company, she has realised that the company is in financial difficulties and its revenue has been decreasing. In addition, she has also noticed some problems within the service department which has lead to poor customer satisfaction. It is her decision

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