Questions (you may reference your textbook as needed):

• Using the building blocks (all five dimensions) of service quality, evaluate Zipcar.
• Reliability: Zipcar
• Responsiveness:
• Assurance:
• Empathy:
• Tangibles:

• Compare Zipcar's service quality performance with that of the most recent car rental service (i.e. Hertz, Avis, etc. - Uber/Lyft are okay as well) that you may have used. If you personally have not rented a car, use a relative's or friend's experience (make sure to clarify whose experience you are relaying).

• Name 2 of the 4 service gaps mentioned in the textbook that could exist in a rental car company and how that company could overcome them.

• How could Zipcar increase its service recovery efforts?

Discuss another service you have received (airlines, hotel, restaurant, etc.) and explain how they used or did not use the building blocks (analyze all five dimensions) of service quality.