Easyjet EZS 0908: The nightmare flight (A)
The case describes the experience of Nicole Neuffer, passenger on easyJet’s flight EZS 0908 and the airline’s subsequent handling of the situation. Nicole Neuffer’s plane was delayed and she was stranded at London Luton airport for more than a night. When she finally arrived at her destination, she found her luggage damaged. easyJet is a low-cost airline that seeks to strike a balance between low costs and adequate service levels. This case and its sequels B, C and D will prompt readers to consider what adequate customer service levels for low-cost service providers really are and how easyJet could have handled the situation.
April 2000
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- Easyjet EZS 0908: The nightmare flight (A)
- Easyjet EZS 0908: The nightmare flight (B)
- Easyjet EZS 0908: The nightmare flight (C)
- Easyjet EZS 0908: The nightmare flight (A)
- Easyjet EZS 0908: The nightmare flight (B)
- Easyjet EZS 0908: The nightmare flight (C)
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The case study delves into strategic transformation and leadership transitions at Unilever since 2009. Unilever has been an industry leader of business sustainability. Paul Polman was a pioneer who introduced the idea that, by addressing social an...
Many companies overestimate customers’ appetite for sustainable products, flooding the market with offerings that don’t sell. The reality is, social and environmental benefits have less impact on purchasing decisions than basic product attributes ...
The case explores the efforts of Hamilton Mann, Group VP, Global Digital Marketing & Digital Transformation at Thales, to build a sales enablement platform as part of Thales’ larger digital transformation. “ContentFlix” aimed to be a one-stop sale...
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in Harvard Business Review March-April 2024, vol. 102, issue 2, pp. 80-87
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