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商品編號： 9-605-054 出版日期： 2005/01/10 作者姓名： Frei, Frances X. 商品類別： Service management 商品規格： 8p 再版日期： 2005/06/30 地域： United States 產業： Car & truck rental 個案年度： 2004 - 2004
商品敘述：
Used in the first module of a Harvard Business School course on Managing Service Operations, which addresses managing the operating role of customers (606-032). To maximize their effectiveness, color cases should be printed in color. 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.
涵蓋領域：
Consumer behavior;Operations and processes;Service management
相關資料：
Case Teaching Note, (5-608-041), 23p, by Frances X. Frei;Spreadsheet Supplement, (XLS274), 0p, by Frances X. Frei
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