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Essay Details:
Essay text:
After several months of frustrating, useless attempts to secure compensation for his lost luggage, and after having been ignored and given the “run-around” by many Air France service employees, Dr. Jaeger is obviously no longer an Air France customer. Yet the question remains: Who is responsible, and what should be done?
ISSUES / ANALYSIS:
Based on the Insead case study, the following are some of the problem areas which are contaminating the Air France-KLM customers’ vision of “best service” and which need to be addressed:
1) Leadership: A company’s philosophy is undoubtedly shaped by its leaders...
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