Complete Case details are given below :
Case Name : Euro-Air (Revised)
Authors : Paul W. Beamish
Source : Ivey Publishing
Case ID : W15049
Discipline : General Management
Case Length : 06 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
A North America-based representative of a major European airline has just received a letter from an unhappy customer detailing a very large number of service problems. A quick check had revealed that this premium-paying customer’s complaints were all valid. A meeting is planned with the customer. Before this, the airline representative must decide (A) what to say in response, and (B) what, if any, compensation should be offered. Internally, there was a need (C) to resolve what their organization should learn from this experience, both from a subsidiary and parent company perspective, and the implications on their participation in the Crown Alliance. This case raises many important questions regarding service recovery, communications, and non-equity alliances.
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