Service Failure that Impairs Corporate Image – The Case of the Passenger Being Forcibly Dragged off United Airlines Flight.
學年 109
學期 1
出版（發表）日期 2020-08-01
作品名稱 Service Failure that Impairs Corporate Image – The Case of the Passenger Being Forcibly Dragged off United Airlines Flight.
作品名稱（其他語言）
著者 Chen, C. D. & Tseng, T. L.*
單位
出版者
著錄名稱、卷期、頁數 39(4), 193
摘要 This case depicts the incident that one passenger was dragged off United flight in order to offer students a context to learn about common practice of overbooking in the aviation industry, as well as the service recovery issues upon service failures. From this teaching with case, students learn about the implications of flight overbooking in the aviation industry. In addition, students can learn from the case discussion how a service failure became a disaster for the image of United Airlines.
關鍵字
語言 en_US
ISSN
期刊性質 國內
收錄於 TSSCI Airiti Library Taiwan
產學合作
通訊作者 Tseng, T. L.*
審稿制度 0
國別 TWN
公開徵稿
出版型式 ,電子版,紙本
相關連結

機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/124161 )