C1 Silvercar Renti or nigh ng a car at the airport has for m

C1. Silvercar Renti (or nigh ng a car at the airport has, for many, become an unpleasant experience. After a long da t) of navigating airports and flight delays, the weary traveler must trudge or take a bus to ounter, wait in a line, and finally be greeted with a selection of choices: which type of what insurance options, prepaid fuel or refill on the way back to the airport, which navigation aids, and so on. Frequent travelers can make this process less burdensome by selecting choices in advance, but the likelihood that a chosen car model will be unavailable is still high Although car-sharing services, such as Zipcar, and chauffeur services, such as Lyft and Uber, have used Internet technologies as a key element from their beginnings, most car renta companies have made limited use of those technologies as an add-on to their core airport-based operations. In 2012, the launch of Silvercar airport rental cars was intended to change that. From its original operation in Austin, Silvercar had grown to 10 airport locations by 2015 with plans to add a new location every few months. Billing itself as the \"first hassle-free car rental company,\" Silvercar designed its workflow to minimize the time customers would spend dealing with the airport car rental experience. Silvercar customers must download the company\'s mobile app to their phones or tablet devices to make a reservation. The reservation includes insurance options, but there is no need to select a car type or option since all Silvercar vehicles are identically equipped Audi A4 sedans that are painted silver, of course. Once they arrive at the airport, customers receive a text that directs them to either pick up their car at the curb, delivered by a Silvercar employee, or to a nearby lot. The app includes a scan code that unlocks the car. The app reminds the customer when it is time to return the vehicle and provides directions through the app and on the car\'s built-in GPS system. If the customer is unable to return the car with a full fuel tank, Silvercar will fill it at the prevailing local price plus a $5 refueling charge. The company has established rental rates that are competitive in each location with other companies\' rates for midsize sedans. The rentals include additional drivers and roadside assistance. The equipment included with each car includes GPS, Wi-Fi, satellite radio, and a

Solution

1. Silvercar\'s business process design implicitly to exclude to certain customers, these customer are:

2.

There are few major concerns,

3.

Helpfulness of employee is very important:

Here Silvercar charges for the driver assitance and roadside assistance, it is well established that when people pay for a service they expect it to be better than when they receive that for free. As they use free service they tend to ignore and do not complain but the situation gets complicated when it is included in the package as is the case of Silvercar. So, the helpfulness of the driver dropping a person and guiding to the correct car is of paramount importance, Silvercar boasts of reducing wait time, but if finding the car is not well assisted, or if the help is not beneficial users might get unhappy and friendliness of the employee might actually help the perception of wait if at all, there is waiting as it can make things smoother and convenient.