Hofstra University Car Sharing Service Case Study

I’m working on a case studies multi-part question and need an explanation and answer to help me learn.

Zipcar is a car-sharing service alternative to traditional car rental companies. This case introduces two Zipcar customers, Sal Fishman, who has rented a Zipcar and is running late in an interview, and Anita Karr, who has just arrived at her reserved car’s empty parking space. Note that the consumer behavior we influence here is NOT the customer’s purchase decision. Specifically, we refer to customers actions taken as a co-producer of the service processes. (e.g., arrive on time for the doctor appointment; clean the table after eating the meal). Start your case report with a brief case overview.

Assignment Questions:

1. What are the critical success factors for Zipcar? 
2. List the name of an organization that successfully influenced your behavior (consumer behavior as a co-producer). Please provide a brief description of the product or service you were using. Which behavior was the organization trying to influence? What mechanism(s) were used in an attempt to influence your behavior? In your opinion, why was the attempt successful? 
3. List the name of an organization that unsuccessfully influenced your behavior (consumer behavior as a co-producer)? Please provide a brief description of the product or service you were using. Which behavior was the organization trying to influence? What mechanism(s) were used in an attempt to influence your behavior? In your opinion, why was the attempt unsuccessful? 
4. What mechanisms does Zipcar have in place to manage customer’s behavior? What, specifically, are these mechanisms intended to accomplish? What adjustments would you recommend that the company make to these mechanisms?