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On the basis of your reading of the Eastern States Air Environment case study, pp. 26-27 in Ford & Sturman (2020), answer the following four

On the basis of your reading of the Eastern States Air Environment case study, pp. 26-27 in Ford & Sturman (2020), answer the following four questions:

What is the service product of the airline industry?
What were Rooney’s mistakes?
How could they have been avoided?
What now?

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