- Research Area: Entrepreneurship and Family Enterprise
- Industry: Air Transportation, Scheduled
- Region: Global
This case examines the turnaround of Aeroflot, a former Soviet carrier, into one of Europe's leading airlines in customer service. It describes the period between 2009 and 2015, when a new CEO rescues the company from bankruptcy. Under his leadership, a new team of top managers successfully changes the culture of the organization to make it more consumer-focused.
Turnaround, Leadership, Customer Care, Value Innovation