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
