A North American representative belonging to European Airline received a complaint from a discontented airline customer who told about numerous problems. A quick check had revealed this premium-paying customer's criticisms were valid. A meeting is planned with the client.
Prior to this airline representative must make up his mind (A) what should be said in response, (B) whether any compensation has to be offered. Internally, a need was recognized (C) to resolve what organizations must learn from experience, from the subsidiary company and parent company outlook, and the implications on their involvement in the Crown Alliance. This case raises many important questions regarding communications, service retrieval, and non-equity alliances.
PUBLICATION DATE: March 05, 2015 PRODUCT #: W15049-HCB-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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