Product details

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Case
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Reference no. 9-607-S12
Spanish language
Authors: Frances X Frei
Published by: Harvard Business Publishing
Originally published in: 2007
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.

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.
Location:
Industry:
Size:
22 employees
Other setting(s):
2004

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.

Settings

Location:
Industry:
Size:
22 employees
Other setting(s):
2004

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