Can you help with this please

https://www.iveycases.com/ProductView.aspx?id=62025

Case Study Background: This case follows a day in the life of Captain Denny Flanagan. A United Airlines pilot for nearly a quarter of a century and a former naval aviator, Flanagan has created and championed a campaign to radically change the nature of air travel putting good customer service at the heart of everything the air1ine does and reaching back, in some way, to the golden age of air travel. Examples of his service include ordering food for passengers of delayed flights and phoning the parents of unaccompanied minors to reassure them of their children's safety. The success he has achieved is signicant for a company that has historically received very poor customer service ratings. It raises questions about whether such exceptional service is good or bad for the organization. How can Flanagan's approach be replicated? Is it possible or even desirable to replicate it? Professor Notes: Please consider that this is worth 50% of your nal grade. Sentence structure, format, layout, should all be considered. Ensure you support your responses with factual information and or research. Just opinions not supported will not be accepted. The layout and format is at your discretion based on your leamings from the AVG program to best illustrate when different styles should be used i.e. essay, tables, bullet points, etc. However, consider ease of navigation of your document to be able to identify case study questions i.e. headerslsub headers. The success of your paper is not simply answering the W providing concrete evidence to argue your point. Case Study Questions: 1. What does Capt. Flanagan do for customers? How has he spread his message throughout the organization? 2. Does it really make a difference? For customers? For United? 3. How does Capt. Flanagan's approach to improving customer senrioe differ from rrrore traditional change management programs? 4. Is Capt. Flanagan ghting a losing battie? Why or why not? 5. As Chief Pilot Mark Smith, how would you implement Flanagan's approach across the Chicago hub? Is it even possible to do so? What about companywide? 6. Does excellent service always generate a meaningful return? ls Capt. Flanagan really helping United? 7. Outside of this case study, can you nd any examples from other airlines? Ensure you source your research and provide an overview. Does not need to be from a pilot perspective, but any airline staff member. What happened, what was the impact? ls customer service at this level really critical? 8. Provide your general thoughts on customer service both from a passenger perspective but also those \"internal customers" working with other departments and divisions within the organization. 9. In our current situation of Covid 19, when the industry does restart, does this initiative play an important role in re-building an airlines competitive advantage, and or attract customers (if Yesr'No) why