Case Studies of Organizations and Organizational Communication in the Media
Bob Sutton, a Stanford professor who writes about management and organizations, related on his blog on Monday a tale of appalling customer service. Friends of his had sent their 10-year-old daughter unaccompanied on United to summer camp, assured by the airline that it would take good care of her. Instead, the girl missed her connection in Chicago—apparently because the airline employees who were supposed to help her failed to show up.
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