Service Marketing

Assignment 6.1

1. Please read Part I of Case 13 pg 370, “Is This Any Way to Run an Airline,” located at the end of Chapter 13.

2. Please answer questions #2 and #4 pg 372

Assignment 6.2

1. Please read Part II of Case 13 pg 373, “World Airline’s Response,” located at the end of Chapter 13.

2. Please answer questions #1, #2 and #3 pg 374