North American-based representative of the major European airlines have just received a letter from the unhappy customer detailing a very large number of service problems. A quick check showed that the complaints this award paid customers were valid. A meeting is scheduled with the customer. Prior to this, the airline will need to decide what to say, and what, if any compensation should be offered. Internally, there is a need to address the fact that their organization should learn from this experience as a child and parent perspectives. This case raises a number of important issues relating to recovery services, communication, parent and child relationships, and the importance of linking strategy to support organizational systems. "Hide
by Paul Beamish Source: Richard Ivey School of Business Foundation 7 pages. Publication Date: 07 Oct 1999. Prod. # 99M015-PDF-ENG
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