Publications
Publications
- June 2002
- HBS Case Collection
Tale of Two Airlines in the Network Age: Or Why the Spirit of King George III Is Alive and Well!
Abstract
Describes an airline service incident that ought not to have happened in the network age. Inadequate use of available technology creates service problems. A rewritten version of an earlier case.
Keywords
Air Transportation; Information Management; Information Technology; Service Delivery; Problems and Challenges; Air Transportation Industry
Citation
McFarlan, F. Warren. "Tale of Two Airlines in the Network Age: Or Why the Spirit of King George III Is Alive and Well!" Harvard Business School Case 302-128, June 2002.