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  • January 2005 (Revised June 2005)
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Zipcar: Influencing Customer Behavior

By: Frances X. Frei and Hanna Rodriguez-Farrar
  • Format:Print
  • | Pages:8
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Abstract

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.

Keywords

Information Technology; Governance Controls; Behavior; Service Delivery; Service Operations; Consumer Behavior; Leasing; Transportation Industry; Service Industry; United States

Citation

Frei, Frances X., and Hanna Rodriguez-Farrar. "Zipcar: Influencing Customer Behavior." Harvard Business School Case 605-054, January 2005. (Revised June 2005.)
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About The Author

Frances X. Frei

Technology and Operations Management
→More Publications

More from the Authors

    • July 2022
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    Bringing Ideas to Life: The Story of Paul English

    By: Youngme Moon, Frances X. Frei and F. Katelynn Boland
    • June 2022
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    Debbie Millman: Designing a Meaningful Life

    By: Francesca Gino, Frances X. Frei and Anne Morriss
    • June 2022 (Revised November 2022)
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    Larry Miller

    By: Francesca Gino, Frances X. Frei, Hise Gibson and Alicia Dadlani
More from the Authors
  • Bringing Ideas to Life: The Story of Paul English By: Youngme Moon, Frances X. Frei and F. Katelynn Boland
  • Debbie Millman: Designing a Meaningful Life By: Francesca Gino, Frances X. Frei and Anne Morriss
  • Larry Miller By: Francesca Gino, Frances X. Frei, Hise Gibson and Alicia Dadlani
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