If you had a product that a significant proportion of your captive audience really, truly hated, how optimistic would you be about your long-term business prospects? And, if your small profit margin depended on the absence of a competing service that outpaced yours on speed, practicality, and amenities, would you consider yourself a bit vulnerable? Air travel is the industry many meeting planners love to hate, and Carleton University MBA Advisor Ian Leehas used it as a case ...

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