We all fear taking our cars in to the repair shop. This case details a situation that

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We all fear taking our cars in to the repair shop. This case details a situation that explains why we have these fears! The case consists of a lengthy letter from a customer, Sam Monahan, to Steve Jackson, the General Manager of Cranston Nissan. The letter details the 17 day nightmare that resulted when Monahan took his 300ZX in to have some rust damage repaired.
Categorize the quality problems in this case.
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Management

ISBN: 978-0132553285

3rd edition

Authors: Michael A. Hitt, Stewart Black, Lyman W. Porter

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