Unity Airways: Chris Watson (B)

4 Pages Posted: 23 Jun 2009

See all articles by Sherwood C. Frey

Sherwood C. Frey

University of Virginia - Darden School of Business

Lucien L. Bass

University of Virginia

Abstract

Just as Chris Watson thanked the previous client for her patience, the shift supervisor reminded Watson that the line was still very long and that the cases needed to be resolved expeditiously and cost-effectively. As the next client stepped forward, Watson saw someone who was obviously vexed by the interruption of the flight and by the delay in rescheduling her itinerary.

Keywords: negotiation

Suggested Citation

Frey, Sherwood C. and Bass, Lucien L., Unity Airways: Chris Watson (B). Darden Case No. UVA-QA-0728. Available at SSRN: https://ssrn.com/abstract=1423313

Sherwood C. Frey (Contact Author)

University of Virginia - Darden School of Business ( email )

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

HOME PAGE: http://www.darden.virginia.edu/faculty/frey.htm

Lucien L. Bass

University of Virginia ( email )

1400 University Ave
Charlottesville, VA 22903
United States

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