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

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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:
    Yes

revised May 24/06

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