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British Airways Service Recovery (B)

Subject

Strategy and Entrepreneurship, Management Science and Operations

Authors / Editors

Voss, C A

Biographies

Publication Year

2005

Abstract

Professor Chris Voss was trying to relax after writing a letter to the customer relations department of BA. Despite having had on the whole, a good relationship with BA, he was wondering how BA would deal with his current experience.

LBS Case Number

CS-05-008

Project Funder

ERC Advanced Grant

Available on ECCH

No


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