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The BAT case : putting tech support on the fast track / Martin A. Lariviere.
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View online- Format:
- Book
- Author/Creator:
- Lariviere, Martin A. (Martin Andre), author.
- Series:
- SAGE Knowledge. Cases.
- SAGE Knowledge. Cases
- Language:
- English
- Subjects (All):
- Public relations.
- Bruce Alfred Technologies.
- Physical Description:
- 1 online resource : illustrations.
- Place of Publication:
- London : Kellogg School of Management, 2007.
- System Details:
- text file
- Summary:
- The case explains the grown of Bruce Alfred Technologies and how the expansion of the company has put a strain on its customer service departments, lengthening the amount of time customers have to wait before speaking to a technician. The customer service department must consider whether to start a fast track service, whereby customers would pay to guarantee speaking to a technician in one minute or less.
- Notes:
- Originally published in Larriviere, M. A. (2007). The BAT case: Putting tech support on the fast track. 5-207-250. Evanston, IL: Kellogg School of Management at Northwestern University.
- No ILL or scholarly sharing allowed.
- Description based on XML content.
- ISBN:
- 9781526447371
- OCLC:
- 1023538180
- Access Restriction:
- Restricted for use by site license.
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