Case Synopsis, Uses, Discussion Questions, and Answers
CASE 34- Zipcar: Delivering Only as Much Driving as You Want
Synopsis: -sharing company, offers the pleasure of driving without
the hassles of ownership. biggest growth obstacle may be Americans’ inability to
Use:
Chapter 17 Customer Service
Discussion Questions
1. Using the five dimensions of service quality (reliability, assurance, tangibility, empathy, and
responsiveness), evaluate Zipcar.
Reliability- Is the ability to perform the service dependably and accurately. For Zipcar, reliability
would involve having cars that are reliable and safe for the drivers to rent. In order to do this,
Zipcar should perform regular maintenance on its cars and keep an updated fleet.
2.
(e.g., Avis, Hertz) that you may have used.
This may apply only to students who have rented a car through both Zipcar and a competing car
3. How well has Zipcar handled service failure situations? What could it do to improve
recovery efforts?
Case Synopsis, Uses, Discussion Questions, and Answers
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The case provides an example of a customer who was trying to use Zipcar, but the car he rented was