Northwest Airlines forced hundreds of passengers to wait up to 8 1/2 hours by plane after reaching its destination in an unusually horrible service disaster. The case examines what happened, why it happened, and the feelings of those who are involved.
This case is only available in paper format (HBP do not have the rights to distribute digital content). As a result, a digital copy of an educator if not available through this Web site. "Hide
by Roger Hallowell Source: Harvard Business School 23 pages. Publication Date: July 28, 1999. Prod. #: 800053-HCB-ENG
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