Case Study: Don't Get Mad—Get Computerized
Melissa Campanelli
(Business writer based in New York City)
50
Abstract
IN THE SPRING OF 1989, PETER FISHER, A CLAIMS MANAGER AT AETNA LIFE & Casualty's Middleboro, Massachusetts, claim center, was about to witness a revolution. He didn't realize it at the time, however. He was too busy mollifying annoyed employees and peeved customers.
Citation
Campanelli, M. (1993), "Case Study: Don't Get Mad—Get Computerized", Journal of Business Strategy, Vol. 14 No. 4, pp. 55-57. https://doi.org/10.1108/eb039575
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited