Reference no: EM132294352

A service representative of a major U.S. airline told a customer about an internal memo that had been circulated called "No Waivers, No Favors," which promises significant and negative consequences to any employee giving a customer special treatment outside the airline's strict policies. As the employer noted, "Now, nobody is doing anything until we find out what happens to us if we are a little lenient about enforcing a rule. People are scared." Critically evaluate three reasons why you think the management adopted this policy. Analyze two implications of this on customers