Question: Please refer to Case 1 , Chapter 8 , Turbulence at United Air p . 2 5 8 . What organizational design element guided United

Please refer to Case

1,

Chapter

8,

"Turbulence at United Air" p

. 258 .

What organizational design element guided United Airlines' employees in how they treated their customers in each incident? Was this an effective strategy to use in creating a customer

-

friendly

?

organization? Why or why not? As a potential customer, do you have any recommendations for United Airlines?

Please refer to Case 1, Chapter 8, "Turbulence at United Air"

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