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Step 1: Read the Eastern States Air Environment (Ford & Sturman, pp. 26-27) case study and answer the following questions:


What is the service product of the airline industry?

What were Rooney’s mistakes?

How could they have been avoided?

Step 2: Be sure to reply to a least one of your classmate’s posts by clicking “Reply” on their posts


(If you do not reply to 1 classmate’s posts, you will not receive full credit)


This post must be at least 75 words minimum.