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The Money Back Guarantee (A) (Spanish version)

Reference: HBS-604S08
Number of pages: 7
Geographic Setting: Tennessee
Publication Date: Oct 27, 1989
Source: HBSP (USA)
Type of Document: Case
Industry Setting: Air freight service;Transportation

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Description

Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem exposes deficiencies in its service and in the guarantee it has advertised heavily. A formal complaint is made to the CEO. From the CEO's perspective, students must confront a variety of issues related to the problem.

Keywords

Crisis management Customer relationship management Customer service Diversity Organizational design Organizational management Organizational structure Quality control Volunteers