Subject category:
Case Method and Specialist Management Disciplines
Published by:
Harvard Business Publishing
Version: 28 September 2007
Revision date: 03-May-2019
Length: 8 pages
Data source: Published sources
Notes: To maximise their effectiveness, colour items should be printed in colour.
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Abstract
This is a Spanish version. 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.
About
Abstract
This is a Spanish version. 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.