02651nam a22004931i 4500 000709399 CaToSAGE 20240202172917.0 20180103162434.3 m|||||o||d|||||||| cr ||||||||||| 180103r20172017enk fob 001 0|eng|d NEZPRACOVANÝ IMPORT 9781526440259 (ebook) : No price (OCoLC)1023551502 CaToSAGE eng CaToSAGE rda pn UtOrBLW TL553.5 .K85 2017 363.124 Kulkarni, Vaibhavi, author. Attention passengers : your flight has been delayed! / Vaibhavi Kulkarni. London : Indian Institute of Management, Ahmedabad, 2017. 1 online resource. text txt rdacontent computer c rdamedia online resource cr rdacarrier SAGE Knowledge. Cases Originally published in Kulkarni, V. (2017). Attention passengers: Your flight has been delayed!. COMM0014. Indian Institute of Management, Ahmedabad. Includes bibliographical references and index. The case describes a customer-care crisis scenario, which occurs when a Newark to Ahmedabad flight (via Mumbai) is severely delayed. After the airplane begins taxiing, a series of technical snags occur, causing a five-hour delay. Consequently, the flight which was expected to take off from Mumbai at 6 p.m., departed at 11 p.m.The captain, Shubhendu Chatterjee, attempts to manage the situation through a series of announcements providing the passengers with updates regarding the situation. During the course of the five hour delay, reactions from the passengers on board are mixed, with some irate passengers demanding that they be allowed to disembark and others, resigned to the delay. Students are invited to consider what they would have done differently in this scenario and how best to deal with a customer-care crisis. Description based on XML content. elektronické knihy fd186907 czenas electronic books eczenas Chatterjee, Shubhendu. Aircraft accidents Case studies. Airlines Communication systems Case studies. Crisis management Case studies. Communication in management Case studies. SAGE Knowledge. Cases. SAGE Knowledge https://sk.sagepub.com/cases/attention-passengers-your-flight-has-been-delayed Plný text SBC EB NEPOSILAT EB