At Zipcar, customers share the cars and, therefore, rely on each other for their service experience. Customers are required to maintain a clean car and a full fuel tank and return the car at the time. Told from the point of view of two clients: Sal Fishman, who has a car and is late for an interview, and Anita Carr, who has just arrived out of nowhere a reserved car parking.
used in the first module of the Harvard Business School course on operations management service, which examines the role of the operating management of clients (606-032). To increase their effectiveness, color cases should be printed in color. "Hide
by Francis H. Frey Source: HBS Premier Case Collection 8 pages. Publication Date: January 10, 2005. Prod. #: 605054-PDF-ENG
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