Acquisitions, mergers and shifts in leadership can challenge agency-client relationships helping delta air lines navigate sky-high transitions over the last 20 years has revealed a world of commitment. It's hard to imagine that less than a decade ago delta air lines was a company dealing with seemingly insurmountable economic challenges in a turbulent post-9/11 economy, the airline was grappling with record-high fuel prices, a takeover attempt and nearly 18 months of bankruptcy. Delta put together a bid for the atlanta, georgia to fort worth, texas route delta's leaders believed delta deserved to win because it was the first to offer passenger service on the route. Prior work has examined antecedents and behavioral outcomes of satisfaction in an offline setting but few studies explore whether the findings hold for increasingly important online settings. Delta airlines has been involved in chapter 11 proceedings for more than a year now and the end appears to be in the imminent future a critical stage of the restructuring process is rapidly approaching, which will require impeccable planning, goal-orientation, projection, presentation and execution.
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