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Prize winner
Case
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Reference no. 9-605-054
Published by: Harvard Business Publishing
Originally published in: 2005
Version: 30 June 2005
Length: 8 pages
Data source: Published sources
Notes: To maximise their effectiveness, colour items should be printed in colour.

Abstract

Used in the first module of a Harvard Business School course on Managing Service Operations, which addresses managing the operating role of customers . At Zipcar, customers share the use of cars and, as a result, rely on each other for their service experience. Customers are required to keep the car clean and the gas tank full and to return the car on time. Told from the perspective of two customers: Sal Fishman, who has a car and is running late at an interview, and Anita Karr, who has just arrived at her reserved car's empty parking spot.

Teaching and learning

This item is suitable for postgraduate and executive education courses.

Time period

The events covered by this case took place in 2004.

Geographical setting

Region:
Americas
Country:
United States

Featured company

Zipcar
Employees:
11-50
Industry:
Car & truck rental

Featured protagonists

  • Sal Fishman (male)
  • Anita Karr (female)

About

Abstract

Used in the first module of a Harvard Business School course on Managing Service Operations, which addresses managing the operating role of customers . At Zipcar, customers share the use of cars and, as a result, rely on each other for their service experience. Customers are required to keep the car clean and the gas tank full and to return the car on time. Told from the perspective of two customers: Sal Fishman, who has a car and is running late at an interview, and Anita Karr, who has just arrived at her reserved car's empty parking spot.

Teaching and learning

This item is suitable for postgraduate and executive education courses.

Settings

Time period

The events covered by this case took place in 2004.

Geographical setting

Region:
Americas
Country:
United States

Featured company

Zipcar
Employees:
11-50
Industry:
Car & truck rental

Featured protagonists

  • Sal Fishman (male)
  • Anita Karr (female)

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