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Unformatted text preview: think flights should have been cancelled sooner. I also think that there should have been easier ways for the passengers to reschedule their flights. They were already angry about having their flights cancelled, so I can fully understand them become more irritated having to wait on the phone for hours to reschedule the flight. In this situation I would have come to a decision about flights in quicker fashion so that our clients were not so angry over the wait. I also would like to think that I would have already had an emergency plan set up so that things would have gone more smoothly. I would also have talked to the customers sooner, for the most part they had no idea what was going on and this confusion made them even more stressed. Reference: Rainer, R. K., Jr., & Turban, E. (2009). Introduction to information systems: Supporting and transforming business (2nd ed.). Hoboken, NJ: Wiley. CheckPoint: Problems at JetBlue...
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- Spring '10