Site Accessibility Statement
Wilfrid Laurier University School of Business & Economics
April 16, 2014
Canadian Excellence


Case Publications

Wright Airline Services Information Systems Organization

Neil W. Jacobs, Jason S. Schweizer

published: 2006 | Case Study | Marketing

Subject Area:        Marketing; Small Business/Entrepreneurship

Key Issues:        Market Segmentation; Services Marketing; Workforce Management; Marketing Strategy

Case Description:
    The newly promoted manager of Information Systems (IS) faces user dissatisfaction with service levels and frustration within his department over its inability to meet user expectations. Through user surveys, interviews with executives and users, and meetings with IS staff, the manager seeks the appropriate actions to make the Information Systems Organization a first-class department.

# Case Pages    15

Case Number:    010046-13-4

Teaching Note:

revised May 24/06

View all Case Publications documents | View all School of Business & Economics documents