Question: 1. Using the building blocks (five dimensions) of service quality (see Exhibit 13.4), evaluate Zipcar? 2. Compare Zipcar's service quality performance with that of the

1. Using the building blocks (five dimensions) of service quality (see Exhibit 13.4), evaluate Zipcar?
2. Compare Zipcar's service quality performance with that of the most recent car rental service (e.g., Avis, Hertz) that you may have used?
3. How well has Zipcar handled service failure situations? What could it do to improve recovery efforts?

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1 Reliability Is the ability to perform the service dependably and accurately For Zipcar reliability would involve having cars that are reliable and s... View full answer

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