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商品編號： 9-800-053 出版日期： 1999/07/28 作者姓名： Hallowell, Roger 商品類別： Service management 商品規格： 23p 再版日期： 1999/11/10 地域： United States 產業： Airline industry 個案年度： 1999 - 1999
商品敘述：
This case is accompanied by a Video Short that can be shown in class or included in a digital coursepack. Instructors should consider the timing of making the video available to students, as it may reveal key case details. Northwest Airlines forced hundreds of passengers to wait up to 8 1/2 hours on aircraft after reaching their destination in an unusually horrible service disaster. The case explores what occurred, why it occurred, and the feelings of those involved.
涵蓋領域：
Quality control;Service management
相關資料：
Video Short, (6701), 0p, by Roger Hallowell;Case Teaching Note, (5-800-162), 17p, by Roger Hallowell;Video Supplement, (9-801-802), 0p, by Roger Hallowell
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