British Airways: Using Information Systems to Better Serve the Customer Harvard Case Solution & Analysis

Explores the use of scanning technology, interactive software, and powerful database to help customer relations representatives in the resolution of customer complaints. Competitive alliances in the international market was not observed, but the emphasis is on developing commitment to customer service and measures, technology and economics that come into play to restore the customers who complained. "Hide
by W. Earl Sasser Jr., Norman Klein Source: Harvard Business School 15 pages. Publication Date: October 21, 1994. Prod. #: 395065-PDF-ENG

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British Airways: Using Information Systems to Better Serve the Customer

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