Publications
Publications
- October 1989
- HBS Case Collection
Federal Express: The Money Back Guarantee (A)
Abstract
Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem exposes deficiencies in its service and in the guarantee it has advertised heavily. A formal complaint is made to the CEO. From the CEO's perspective, students must confront a variety of issues related to the problem.
Keywords
Citation
Hart, Christopher. "Federal Express: The Money Back Guarantee (A)." Harvard Business School Case 690-004, October 1989.