Read the following articles: Birud Sindhav, Jonna Holland, Amy Risch Rodie, Phani Tej Adidam, Louis G Pol. 2006. The Impact of Perceived Fairness on Satisfaction: Are Airport Security Measures Fair? Does it Matter? Journal of Marketing Theory and Practice. Vol. 14, Iss. 4; pg. 323. Dang, Dan Thanh, 2007. Tenacity more help than warranty. The Baltimore Sun Tribune Business News. Washington DC. Pazzanese, Christina. 2007. To get a train-delay refund, you must click the link. Christina Pazzanese. Boston Globe. Boston, Mass.: Oct 21, 2007. Seiders, Kathleen, & Berry, Leonard L. 1998. Service fairness: What it is and why it matters The Academy of Management Executive. Briarcliff Manor: May 1998. Vol. 12, Iss. 2; pg. 8, 13 pgs Use this article to refer Pazzanese, Christina. 2007. To get a train-delay refund, you must click the link. Christina Pazzanese. Boston Globe. Boston, Mass.: Oct 21, 2007. The dollar volume involved is not great, but customers remain frustrated and angry. Analyze the reason for the customers’ frustration. Refer to the background articles and any other sources (but not wikipedia – too many inaccuracies). What might cause the problem? Most important: Why do you think so? Use business writing: short paragraphs, active voice, and bullets also (a) demonstrate understanding of concepts, (b) logical flow, and (c) analytical thinking. Do not use long quotes to make point and do not include long summaries from the case or background sources. Focus on insights and analysis.