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Volume 14, Issue 4
1 April 1993
Journal of Business Strategy Cover Image for Volume 14, Issue 4
Review Article| April 01 1993

Case Study: Don't Get Mad—Get Computerized Available to Purchase

Melissa Campanelli
Melissa Campanelli
Business writer based in New York City
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 2052-1197
Print ISSN: 0275-6668
© MCB UP Limited
1993
Journal of Business Strategy (1993) 14 (4): 55–57.
https://doi.org/10.1108/eb039575

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.

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© MCB UP Limited
1993
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