個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
British Airways: Using Information Systems to Better Serve the Customer
內容大綱
Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment to customer service and the measures, technology, and economics that come into play to recover customers who have complained.