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Topic: Customer Relations
YOUR SEARCH PRODUCED 399 MATCHES. PAGE 1 of 8 Items 1-50 of 399
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Southwest Airlines
Author: Kochan, Thomas A.
Product Type: Cases
Source: Rebuilding the Social Contract at Work: Lessons from Leading Cases, Institute for Work and Employment Research, MIT Sloan School of Management
Publication Year: 1999
Faculty Rating: 
[1 Faculty Rating] 30494 views
Southwest Airlines has consistently been successful in terms of profitability, good employee and union relations, and customer satisfaction – at a time when most airline carriers are struggling in all these areas. Central to the company's success is a culture of flexibility, family-orientation, and fun...
Coca Cola India
Authors: Kaye, Jennifer; Argenti, Paul A.
Product Type: Cases
Source: Arthur W. Page Society
Publication Year: 2005
On August 5, 2003, The Center for Science and Environment, an NGO in India, attacked the safety of Coca-Cola India's products in a press release titled "Twelve Major Drink Brands Sold in and around Delhi Contain a Deadly Cocktail of Pesticide Residues." Though Coke was well within the Indian government's legal limits for pesticide residue in beverages, Coke India CEO Sanjiv Gupta had to decide on the most effective communication strategy to restore public trust and had to weigh a larger policy decision at the same time...
Unilever's 'Real Beauty' Campaign for Dove
Authors: Fernando, R; Purkayastha, D.
Product Type: Cases
Source: ICMR Center for Management Research
Publication Year: 2007
This case is about Unilever's 'Campaign for Real Beauty' (CFRB) marketing campaign for its leading personal care brand 'Dove'. CFRB was a multi-faceted campaign that sought to challenge the stereotypes set by the beauty industry.
Innovation Corrupted: The Rise and Fall of Enron (A, B)
Author: Salter, Malcolm S.
Product Type: Cases
Source: Harvard Business School
Publication Year: 2005
Presents a brief historical overview of Enron's rise, its strategic successes and failures...
Farmacias Similares
Authors: Chu, Michael; Garcia-Cuellar, Regina
Product Type: Cases
Source: Harvard Business School Publishing
Publication Year: 2007
This case profiles a retail model for low-income markets and examines the role of private enterprise and profits in the health care of low-income populations, the creation of social value in commercial enterprises, and possible implications for public policy.
Advertising Ethics Cases: Reasons, Rationalizations, Biases, and Heuristics
Author: Drumwright, Minette E.
Product Type: Cases
Source: Available on CasePlace.org
Publication Year: 2005
Six fictionalized scenarios of ethical dilemmas in advertising.
Eat2Eat.com
Authors: Goodwin, Nigel; Hardy, Kenneth G.
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2006
Faculty Rating: [2 Faculty Ratings] 6399 views
Eat2Eat.com was an Internet-based restaurant reservation service covering a dozen cities in the Asia Pacific region. The case focuses on entrepreneurial marketing with sub-themes of financing and small enterprise management. It is a story of an entrepreneur who had an idea and enough money to launch it, but then struggles to achieve adequate scale...
Wal-Mart's Sustainability Strategy
Authors: Plambeck, Erica; Denend, Lyn
Product Type: Cases
Source: Stanford University
Publication Year: 2007
Senior executives at Wal-Mart launched the company's new sustainability strategy in 2005. The case describes their efforts to keep environmental improvement tightly coupled with business values and profitability.
Johnson & Johnson (A)
Authors: Hoffman, Francis J.; Bhambri, Arvind
Product Type: Cases
Source: Harvard Business School
Publication Year: 1986
Describes the Johnson & Johnson culture and the corporate systems, structures, and procedures which reflect and promote it.
Calvin Klein, Inc. and the Kiddie Porn Ads (A, B)
Authors: Naumes, Margaret J.; Naumes, William
Product Type: Cases
Source: North America Case Research Association, Case Research Journal, Summer, 1999; The Laurier Institute
Publication Year: 1999
Calvin Klein Inc. is a company with a history of controversial advertising, going back to 1980's ads with then 15-year-old actress Brooke Shields saying, "Nothing comes between me and my Calvins." In 1995, the company began a new series of ads for Calvin Klein jeanswear, featuring young models in suggestive poses...
"Hips Feel Good" - Dove's Campaign for Real Beauty
Authors: Gey, Thomas; Nugent, Nick; Wesley, David T.A.
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2007
In an attempt to increase sales volume by 80 per cent, Unilever re-launched Dove in 2004 with a new campaign. The campaign asks the question “What is real beauty?” and attempts to redefine it in ways that challenge commonly portrayed stereotypes.
Teaching Module on the Future of Fashion
Authors: Johnson, Jennifer; Wu, Gina
Product Type: Teaching Modules
Source: The Aspen Institute Center for Business Education
Publication Year: 2010
This Teaching Module uses the context of the fashion industry to discuss topics that are shaping the future of all industries. These topics include sustainable resource management, the challenges and opportunities of global growth, workforce management, and the role of ethical consumption in business.
Body Shop Brand: Repositioning to Target the 'Masstige' Segment and Impact of its Acquisition by L'Oreal
Authors: Fernando, Rajiv; Purkayastha, Debapratim
Product Type: Cases
Source: ICMR Center for Management Research
Publication Year: 2008
L'Oreal, considered an example of the societal marketing concept, grew rapidly for more than a decade till it faced some serious problems in the 1990s and the early 2000s.
Whole Foods Market's Growth Strategies and Future Prospects
Author: Regani, S
Product Type: Cases
Source: ICMR Center for Management Research
Publication Year: 2007
This case is meant for MBA / PGDBM students and is designed to be part of the strategy and general management curriculum. The teaching note includes the abstract, teaching objectives and methodology, assignment questions, analysis, feedback of case discussion and suggested readings and references.
Hong Kong Disneyland: Where is the Magic?
Authors: Yim, C; Lau, J
Product Type: Cases
Source: Asia Case Research Centre, The University of Hong Kong
Publication Year: 2007
Hong Kong Disneyland was the Walt Disney Company's third international theme park outside America, after Tokyo and Paris. This case can be used to explore what could be done to enhance the smooth delivery of the Disney into an Asian cultural setting.
AES-Telasi: Power Trip or Power Play? (A, B, C)
Authors: Henisz, Witold J.; Zelner, Bennet A.
Product Type: Cases
Source: The Wharton School
Publication Year: 2006
While Michael Scholey was proud of what he and AES Corporation had accomplished so far in the Republic of Georgia, AES-Telasi had still incurred operating losses of $40m during its first year of operation, had already exceeded its ten-year investment target, and the company faced several important challenges going into its second year...
Dow Corning and the Silicone Breast Implant Controversy
Author: Lawrence, Anne T.
Product Type: Cases
Source: North American Case Research Association, Case Research Journal, Fall 1993; The Laurier Institute
Publication Year: 1993
Keith R. McKennon, the new CEO of Dow Corning Corporation, had to decide what to do next as the silicone breast implant controversy reached crisis proportions...
Doing Better at Doing Good: When, Why and How Consumers Respond to Corporate Social Initiatives
Authors: Bhattacharya, C.B.; Sen, Sankar
Product Type: Journal Articles
Source: California Management Review
Publication Year: 2004
Although companies are devoting significant resources to corporate social responsibility (CSR) initiatives, insights into the optimal formulation, implementation, and effectiveness estimation of CSR strategies are currently scarce. This article takes an in-depth look at when, why, and how CSR works from a consumer's perspective...
Hindustan Lever Re-invents the Wheel (A, B, C)
Authors: Ellison, Brian; Rodriguez, Miguel A.
Product Type: Cases
Source: IESE Business School
Publication Year: 2003
This case series deals with the pioneering experience of Unilever at the "base of the pyramid" (BOP). The BOP consists of those 4 billion people excluded from the market economy and living in poverty. The BOP is a new management concept that conveys the promise to fulfill a twofold objective: promote social development and allow companies to regain double digit growth rates.
Life, Death, and Property Rights: The Pharmaceutical Industry Faces AIDS in Africa
Authors: Spar, Debora L.; Bartlett, Nicholas
Product Type: Cases
Source: Harvard Business School Publishing
Publication Year: 2005
This case was analyzed for the 2003 Walter V. Shipley Business Leadership Case Competition. In the final years of the 20th century, the world was hit by a plague of epidemic proportions--AIDS, a life-threatening disease that remained stubbornly immune to any cure or vaccine
Starbucks: Delivering Customer Service
Authors: Moon, Youngme; Quelch, John A.
Product Type: Cases
Source: Harvard Business School
Publication Year: 2003
Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service.
Disneyland Resort Paris
Authors: Karsten, Jonsen; Maznevski, Martha
Product Type: Cases
Source: International Institute for Management Development
Publication Year: 2006
The case tracks the story of Disneyland Resort Paris from its opening in 1992 until the end of 2006, illustrating how the resort's managers learned from their initial errors how to take a strong cultural product (the Disney experience) and implement it effectively in a multicultural environment.
Kimpton Hotels: Balancing Strategy and Environmental Sustainability
Authors: Silverman, Murray; Thomas, Tom
Product Type: Cases
Source: San Francisco State University, College of Business
Publication Year: 2006
Michael Pace faced a dilemma. He was Kimpton Hotels' West Coast Director of Operations and Environmental Programs... He was determined to help the boutique hotel chain "walk the talk" regarding its commitment to environmental responsibility, but he also had agreed not to introduce any new products or processes that would be more expensive than those they replaced....
The Body Shop: Social Responsibility or Sustained Greenwashing?
Authors: Meenakshisundaram, Ramalingam; Purkayastha, Debapratim; Fernando, Rajiv
Product Type: Cases
Source: ICMR Center for Management Research
Publication Year: 2007
In March 2006 The Body Shop, a retailer of natural-based and ethically-sourced beauty products, announced that it had agreed to an acquisition by the beauty care giant L'Oréal in a cash deal worth £652 million (US$ 1.14 billion). The announcement brought in its wake a spate of criticism against Body Shop and its founder, Dame Anita Roddick, who was regarded as a pioneer in modern corporate social responsibility.
Wal-Mart and Vancouver, Canada
Author: von der Porten, Suzanne
Product Type: Cases
Source: Selkirk College
Publication Year: 2005
The debate among retailers, local residents, the city council and Wal-Mart captures some of the tumult around the role of multinational corporations in the global economy and their effects on societies and the environment. In the context of this controversy, what responsibility does Wal-Mart have to its employees, overseas product manufacturers, factory workers, indigenous people, and local residents? Who are other stakeholders in Vancouver City Council's decision on whether to allow the rezoning? Who are stakeholders with no say in the decision? Does the Vancouver council have any business preventing Wal-Mart from setting up a business in Vancouver? What lessons can be learned?
Reasons and Rationalizations Exercise (Giving Voice to Values)
Author: Gentile, Mary C.
Product Type: Cases; Exercises
Source: Giving Voice to Values Curriculum Initiative
Publication Year: 2008
Faculty Rating: [1 Faculty Rating] 4289 views
This exercise illustrates the basic strategy for addressing any values-based decision using the Giving Voice to Values approach.
PETA's Kentucky Fried Cruelty, Inc. Campaign
Authors: Seijts, Gerard; Sider, Michael
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2009
A year and a half after calling off their campaign against fast-food giant McDonald's, the vegan campaign coordinator of People for the Ethical Treatment of Animals (PETA), contacted Kentucky Fried Chicken (KFC) to warn them that they would be the next target.
SK-II: Damage Control in China
Authors: Hung, Kineta; Farmer, Richard
Product Type: Cases
Source: University of Hong Kong
Publication Year: 2008
In 2006, Chinese authorities banned the sale of some of Procter and Gamble's skin care products in the SK-II line. P&G feared that public protests against these products could spread and infect the brand equity of its other products in the country.
Commerce Bank
Authors: Frei, Frances X.; Hajim, Corey
Product Type: Cases
Source: Harvard Business School Publishing
Publication Year: 2002
Commerce Bank differentiates itself on service. Explores the highly refined service model that guides the design of its operations and service features and considers the trade-offs involved in competing on service.
Safaricom Limited
Author: Mayaka, Charles
Product Type: Cases
Source: United States International University
Publication Year: 2005
Joseph and his team had only just begun to get settled in Nairobi, and it now appeared that the race for mobile telephone customers had begun sooner than he had anticipated. It was time to get out of the starting blocks. But how?
Video: Is Wal-Mart Good for America?
Author: FRONTLINE
Product Type: Multimedia
Source: WGBH Educational Foundation
Publication Year: 2005
In this film, Frontline explores the relationship between U.S. job losses and the American consumer's insatiable desire for bargains in "Is Wal-Mart Good for America?"
Kentucky Fried Chicken: Tackling the Trans Fat Problem
Authors: Fernando, R; Sengupta, R
Product Type: Cases
Source: ICMR Center for Management Research
Publication Year: 2007
The case study looks at the steps undertaken by KFC Corporation, a leading US-based fast food restaurant chain, while dealing with the problem of trans fats in its food items.
Fritidsresor Under Pressure (A, B, C)
Authors: Margolis, Joshua; Dessain, Vincent; Sjoman, Anders
Product Type: Cases
Source: Harvard Business School
Publication Year: 2007
Amid the initial uncertainty after the tsunami in Southeast Asia in 2004, the leadership team of Fritidsresor must make a range of decisions to orchestrate the company's response and manage the rest of its travel business.
The Ford-Firestone Case
Authors: Pinedo, Michael; Seshadri, Sridhar; Zemel, Eitan
Product Type: Cases
Source: New York University
Publication Year: 2003
This case describes the events leading up to the recall of the Firestone tires fitted on the Ford Explorer vehicle in August 2000. The case also contains the initial steps taken by Ford and Firestone, as well as government investigators to discover the true cause of the problem.
Argentina Suites: A Case Study
Author: Hinkin, Timothy R
Product Type: Cases
Source: North American Case Research Association, Case Research Journal, 1999; The Laurier Institute
Publication Year: 1999
In the late 1980s, an Argentine physician purchased an uncompleted apartment building in Buenos Aires, Argentina. Years later, his son returned to the property as general manager and had to decide what the best course of action was for both himself and the company, and how best to achieve his goals as well as his father's objectives...
Fiji Water and Corporate Social Responsibility
Authors: McMaster, James; Nowak, Jan
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2011
This case analysis traces the establishment and subsequent operation of FIJI Water LLC and its bottling subsidiary, Natural Waters of Viti Limited. The case reviews the growth and market expansion of this highly successful company with the brand name 'FIJI Natural Artesian Water' ('FIJI Water').
Pick ‘n Pay – Rekindling Company Values
Author: Stockport, Gary J.
Product Type: Cases
Source: University of Cape Town
Publication Year: 1999
This case study discusses a rekindling of a company's values within a retailing company that has grown from 4 stores and 50 employees in 1967 to some 265 stores and around 28,000 staff in 1998...
Everyday High Health Costs; One Giant's Struggle Is Corporate America's, Too
Author: Abelson, Reed
Product Type: Magazine / Newspaper Articles
Source: The New York Times
Publication Year: 2005
Back in the spring, amid relentless criticism that Wal-Mart Stores was failing to provide affordable health care to employees, executives at the company decided to take a detailed look at its benefits. Wal-Mart knew its health costs were spiraling upward out of control, said M. Susan Chambers, the senior executive who led the initiative, but it was surprised to discover that its critics had a point...
Nopane Advertising Strategy
Author: Bell, David E.
Product Type:
Source: Harvard Business School Publishing
Publication Year: 1993
Nopane is a proprietary drug that sells in much of the United States. It faces substantial competition. The brand manager is undertaking an experiment to determine whether ad copy should be emotional-based or rational-based...
Corposol
Authors: Austin, James E.; Ogliastri, Enrique
Product Type: Cases
Source: Harvard Business School Publishing
Publication Year: 1998
Traces the evolution of Corposol, a nongovernmental organization dedicated primarily to lending to low-income microentrepreneurs. Its growth has made it the largest microenterprise lender in Colombia...
Southwestern Ohio Steel Company, LP
Author: Rosenthal, David
Product Type: Cases
Source: North American Case Research Association
Case Research Journal, Summer, 1999; The Laurier Institute
Publication Year: 1999
Southwestern Ohio Steel was a service center that provided wholesaling functions between steel mills and users of strip and sheet steel. The company had a history of developing strong relationships with mills and customers, and prided itself on providing state-of-the-art services to add value to the channel. The vice president of sales was facing a business and moral dilemma...
Sealed Air Taiwan (A)
Author: Paine, Lynn S.
Product Type: Cases
Source: Harvard Business School Publishing
Publication Year: 2006
The general manager for U.S.-based Sealed Air Corp.'s Taiwan subsidiary must decide how to improve productivity and achieve profitability...
Southwest Airlines (A, B)
Authors: O'Reilly, Charles A.; Pfeffer, Jeffrey
Product Type: Cases
Source: Stanford University
Publication Year: 2006
In 1994, both United Airlines and Continental Airlines launched low-cost airlines-within-an-airline to compete with Southwest Airlines...
The Ford Pinto Case and the Development of Auto Safety Regulations, 1893-1978
Author: Lee, Matthew T.
Product Type: Cases
Source: Business and Economic History, v.27, no.2, Winter 1998
Publication Year: 1998
In an influential 1977 article in Mother Jones magazine, journalist Mark Dowie accused Ford Motor Company executives of callously deciding to produce and continuing to market the Pinto even after company crash tests showed that its gas tank would rupture in rear-end collisions at relatively low speeds.
Alacrity Housing Chennai (A, B)
Author: Velamuri, S. Ramakrishna
Product Type: Cases
Source: IESE Business School
Publication Year: 2004
The case describes the values-based management of Alacrity Housing...
Coca-Cola India's Corporate Social Responsibility Strategy
Authors: Purkayastha, D.; Faheem, Hadiya
Product Type: Cases
Source: ICMR Center for Management Research
Publication Year: 2009
Faculty Rating: [1 Faculty Rating] 2692 views
This case details the activities taken up by Coca-Cola India's management and employees to contribute to the society and community in which the company operates.
Wal-Mart's Business Environment
Author: Oberholzer-Gee, Felix
Product Type: Cases
Source: Harvard Business School
Publication Year: 2006
In 2004, Wal-Mart Stores, Inc. proposed to build a new supercenter in Inglewood, a low-income community near Los Angeles. To compete with Wal-Mart, supermarkets in California cut grocery workers' health benefits and wages. The unions ordered a strike against the supermarkets.
Modi-Revlon
Authors: Deshpande, Rohit; Schulman, Seth M.
Product Type: Cases
Source: Harvard Business School Publishing
Publication Year: 2006
The head of the Indian subsidiary of cosmetics firm Revlon faces a crucial turnaround situation for the company. After a high-profile product launch, sales were very disappointing and Revlon was trying to decide whether it should pull out of India...
De Beers at the Millennium
Authors: Ghemawat, Pankaj; Marciano, Sonia
Product Type: Cases
Source: Harvard Business School
Publication Year: 2007
Consumers' increasing awareness that diamond production in some countries was linked to inequities and human rights violations had an impact on De Beers' reputation. In 2000, De Beers' sustainability depends on the ability of its leaders to shift the paradigm of both the firm and its context.
Toyota Motor Corp.
Authors: Reinhardt, Forest; Yao, Dennis A.; Egawa, Masako
Product Type: Cases
Source: Harvard Business School
Publication Year: 2006
In 1995, Hiroshi Okuda, president of Toyota Motor Corp., considers whether to push for a more aggressive launch of the Toyota Prius--an automobile that incorporates Toyota's new and technically advanced hybrid power train.
YOUR SEARCH PRODUCED 399 MATCHES. PAGE 1 of 8 Items 1-50 of 399