Case Study: Game Misconduct: Service Error Recovery Strategy, pp. 233-236

Michael D. Musante

Mary Davis is the Vice President of Ticket Operations for the NBA’s Cincinnati Devils basketball team. As Mary walked to her office from the breakfast meeting she could not help but wonder how the fan base would respond if the proposed ticket increase for next season was implemented. While there were still eight home games left in the season, it was clear that many of the fans had given up on the team. She feared the announcement of a ticket increase would further erode fan attendance.