Read and discuss the case study and submit your answers to the 3 questions on Pg 321
1) Using the building blocks (five dimension) of service quality (see exhibit 10.4), evaluate Zipcar.
2) Compare zipcar's service quality performance with that of the most recent car rental service ( e.g., Hertz, Enterprise) that you have used.
3) How well has Zipcar handled service failure situations? What could it do to improve recovery efforts?