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Topic: Customer Relations
YOUR SEARCH PRODUCED 399 MATCHES. PAGE 1 of 8 Items 1-50 of 399
Colombia
Authors: Musacchio, Aldo; Vietor, Richard H.K.; Schlefer, Jonathan
Product Type: Cases
Source: Harvard Business School
Publication Year: 2010
Faculty Rating: 
[1 Faculty Rating] 731 views
By mid-2009 Colombian President Alvaro Uribe had ended decades of virtual civil war and strengthened the business climate, but he faced tough economic challenges. Though he had instituted prominent market reforms and brought inflation down sharply, Colombia seemed stuck in a middle ground, industrially behind Brazil or Chile but ahead of poorer Latin American countries.
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] 2689 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.
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] 4282 views
This exercise illustrates the basic strategy for addressing any values-based decision using the Giving Voice to Values approach.
Launch of the Ford Fiesta Diesel
Authors: Spital, Francis; Wesley, David T.A.
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2010
Faculty Rating: 
[1 Faculty Rating] 1913 views
The case describes the challenges faced by Ford and other automobile manufacturers in an era of declining oil reserves and volatile fuel prices.
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] 30482 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...
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] 6395 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...
Acteon Travel Agency, Greece
Author: Dana, Teresa
Product Type: Cases
Source: Nanyang Business School
Publication Year: 1998
Faculty Rating: [1 Faculty Rating] 1419 views
Tourism is on the rise and this couldn't be truer for the Greek island of Ios. Acteon Travel is one of the best-represented agencies on the island. Questions arise as to the ethics surrounding how this company maintains its leadership position...
How Can BPI Restore Consumer Confidence in Pink Slime?
Author: Osland, Asbjorn
Product Type: Cases
Source: San Jose State University
Publication Year: 2013
Beef Products Inc. (BPI) had developed a process of extracting the residual meat from cuttings. Lean finely textured beef (LFTB) resulted that was nutritious in terms of protein content but prone to contamination because it was made from cuttings. Social media portrayed LFTB as “pink slime.” Demand for BPI’s LFTB fell due to the “yuck” factor of “pink slime” and the company laid off 700 personnel at three of its plants...
Every Story Tells a Picture: Lessons from Cartoons on Corporate Governance
Authors: Wiid, Ria; Pitt, Leyland F.; Mills, Adam J.
Product Type: Journal Articles
Source: Business Horizons
Publication Year: 2012
A theory of cartooning suggests that cartoons reflect public sentiment toward issues. As such, cartoons are a useful way of gauging and tracking public sentiment over time. This article uses a historical cartoon analysis to track public sentiment toward issues surrounding corporate governance. Specifically, it compares what cartoons reflected prior to the economic crash of 2008 and what they portrayed after.
How One Man Tried To Slim Down Big Soda From The Inside
Author: Charles, Dan
Product Type: Multimedia
Source: NPR
Publication Year: 2013
Many big food companies are caught in a dilemma these days. They want to rebrand themselves as merchants of health — Coca-Cola's new anti-obesity ads are just the latest example — but many of their profits still come from products that make nutritionists scowl. If there's one person who symbolizes this tension, it's Derek Yach.
Alphatech India Limited: B2B Customer Retention
Authors: Wasan, Pratibha; Sharp, David J.
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2012
The case presents the sequence of events that occurred when a global leader in automated information management technology had to compete fiercely to retain one of its key customers. It is intended to stimulate readers to explore situation restoration strategies for an existing technology provider that faces the emergence of a capable competitor. Discussion of such strategies involves ethical considerations and highlights the thin divide between ethics and diplomacy in selling efforts...
Under The Label: Sustainable Seafood
Authors: Zwerdling, Daniel; Williams, Margot
Product Type: Magazine / Newspaper Articles; Multimedia
Source: NPR
Publication Year: 2013
An NPR Special Series of reports on sustainable seafood, including issues around labeling, certification, and the challenges of the Marine Stewardship Council system.
PerkinElmer: Old Instrument Reuse and Recycling
Authors: Veleva, Vesela; Montanari, Anna; Clabby, Peter; Lese, Jonathan
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2013
This case examines the business options for implementing a company-wide product take-back program. It focuses on PerkinElmer, a $1.9 billion global technology company developing diagnostics and biomedical products for the environmental and human health sectors. The company, which operates in more than 150 countries, is committed to community engagement, sustainable and ethical business practices and eco-innovative products, including a commitment to continuously reducing the environmental and health impacts of its products throughout their useful lives…
Wal-Mart in China 2012
Authors: Farhoomand, Ali F.; Garrett, Linda Holland
Product Type: Cases
Source: University of Hong Kong
Publication Year: 2012
In this updated case on Wal-Mart, the world's largest retailer, the company remains actively committed to rolling out and refining its Every Day Low Price strategy across China, while making smaller, yet important strides to be locally relevant to its Chinese consumers...
Qantas Airlines: Twitter Nosedive
Authors: Seijts, Jana; Bigus, Paul
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2013
The executive of Government and Corporate Affairs at Qantas Airlines faced a communication situation that was spiraling out of control. By the second day, nearly 15,000 people worldwide had used social media to vent their frustrations with the airline. The executive needs to devise a plan of action, before additional damage is incurred by one of Australia’s strongest brands.
Beef’s Raw Edges
Author: McGraw, Mike
Product Type: Magazine / Newspaper Articles
Source: The Kansas City Star
Publication Year: 2012
The Kansas City Star, in a yearlong investigation, found that the beef industry is increasingly relying on a mechanical process to tenderize meat, exposing Americans to higher risk of E. coli poisoning. The industry then resists labeling such products, leaving consumers in the dark...
Rethinking Political Activity at Target
Authors: Richter, Brian; George, Anisha
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2012
The focus of the case is on understanding firms’ campaign contributions and lobbying strategies — and their limits. The case centers on controversy facing Target Corporation in 2010...
Sony PlayStation: Security Breach
Authors: Seijts, Jana; Bigus, Paul
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2012
In April 2011, Sony’s PlayStation and Qriocity services were attacked by an illegal and unauthorized intrusion into the company network, compromising user account information. Although brief statements about the issue were posted on the PlayStation blog site, Sony did not publicly disclose the full extent of the security breach or the expected date when network services might return to normal, leaving many people speculating if personal or financial information had been illegally obtained...
o.b.: The Case of the Missing Tampons
Authors: Weil, Mary; Seijts, Jana; Bigus, Paul
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2012
The chief executive officer of a large consumer health conglomerate faces a controversial situation. Loyal consumers of a feminine hygiene product are outraged when they learn that a highly coveted product has been permanently discontinued...
H-E-B: Creating a Movement to Reduce Obesity in Texas
Authors: Alvarez, Jose B.; Riis, Jason; Salmon, Walter J.
Product Type: Cases
Source: Harvard Business School
Publication Year: 2012
In January 2012, H-E-B Grocery Co., a private retail chain with stores located in Texas and Mexico, was introducing its Healthy at H-E-B program to its customers. What CEO Craig Boyan had in mind was creating a state-wide healthy-living movement in Texas, where obesity was high relative to other states in the U.S. But how far to go with its employees and customers was a question that President and COO Craig Boyan and his team struggled with.
ideaForge: Mechanical Charger
Authors: Adhikari, Atanu; Deshmukh, Rama
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2012
ideaForge manufactured and sold two types of products: mechanical chargers and other conventional chargers such as bike chargers. The company faced two major challenges while running the business: how to market this innovative product to customers used to traditional mobile phone chargers, and whether the company should increase the product range or concentrate on existing products...
Introducing iSnack 2.0: The New Vegemite
Authors: Keinan, Anat; Farrelly, Francis; Beverland, Michael
Product Type: Cases
Source: Harvard Business School
Publication Year: 2012
Vegemite is an iconic Australian breakfast spread, and this case focuses on Kraft's decision to revitalize the brand's performance. Following a high profile campaign, Kraft chose the name iSnack 2.0 for a new Vegemite brand extension. The case starts two days after the public unveiling of this name and the subsequent nationwide backlash against it.
Wastewater Recycling: Public Relations for a Controversial Technology
Authors: Shotts, Kenneth W.; Jhina, Ashish; Hoyt, David W.
Product Type: Cases
Source: Stanford Graduate School of Business
Publication Year: 2012
Recycling wastewater into potable water is attractive in many situations. However, this alternative has not always been successful-in some cases, public opposition has defeated recycling plans, while public concerns have been successfully addressed in others. This case gives an overview of water supply issues and examples of successful and unsuccessful attempts to implement recycling programs.
Affinity Plus: Priorities and Performance Pressures
Authors: Campbell, Dennis; Lu, Rui
Product Type: Cases
Source: Harvard Business School
Publication Year: 2012
The CEO of a financial services organization must decide how to maintain the company's "customer-first" values in the face of significant performance pressures after the economic crisis of 2008...
Can You Hear Me Now? Learning from Customer Stories
Authors: Gorry, G. Anthony; Westbrook, Robert A.
Product Type: Journal Articles
Source: Business Horizons
Publication Year: 2011
Few managers and even fewer executives hear customers speak, in their own words and ways, about the company's products and services. Yet these stories may suggest enhanced customer service, better products, and organizational innovation; indeed, a number of companies have shown that the value of attentiveness to customer stories can be great.
Netflix: The Public Relations Box Office Flop
Authors: Seijts, Jana; Bigus, Paul
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2012
On the morning of September 19, 2011, the chief executive officer (CEO) of the online movie provider Netflix, became witness to growing public discontent and media criticism...
Research in Motion: Blackberry Blackout (A, B)
Authors: Seijts, Jana; Bigus, Paul
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2012
Mike Lazaridis, co-CEO of Research in Motion (RIM), faced a situation of truly disastrous proportion. Earlier that week, service outages started occurring on RIM’s popular BlackBerry smartphone devices, affecting over 30 million BlackBerry users globally. This case was written to place students directly into the role of an organization facing a crisis situation, to which mounting external pressure and public speculation requires the organization to officially respond.
Walmart Sustainability Through Lightbulbs: Flickering Out?
Authors: Moore, Marian C.; Norton, Tucker
Product Type: Cases
Source: Darden Business Publishing
Publication Year: 2012
Walmart had much more work ahead in positioning and pricing CFLs to make them a viable presence in the lighting category. A public failure here could cause Walmart to lose momentum in the greening of its brand. Was the issue a matter of product, price, promotion, or positioning?
Unintended Acceleration: Toyota's Recall Crisis
Authors: Austen-Smith, David; Diermeier, Daniel; Zemel, Eitan
Product Type: Cases
Source: Kellogg School of Management
Publication Year: 2012
Despite Toyota's voluntary recall of 4.2 million vehicles for floor mats that could jam the accelerator pedal and a later recall to increase the space between the gas pedal and the floor, the company insisted there was no underlying defect and defended itself against media reports and regulatory statements that said otherwise...
The Crisis That Keeps Going…and Going…and Going
Author: Kesner, Idalene F.
Product Type: Journal Articles
Source: Business Horizons
Publication Year: 2012
A media relations nightmare has occurred and the top management team is faced with a dilemma: what to do to manage the crisis that keeps on going…and going…and going...
Gregory Shine Daycare
Authors: Thomson, Matthew; Rowe, Anthea
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2012
The executive director of a daycare is trying to figure out how to address legal, financial and safety issues stemming from an incident - two months ago, a two-year old boy broke his leg on the playground...
Marriott International and Pay-Per-View
Authors: Mead, Jenny; Wicks, Andrew C.; Neeley, Jonathan
Product Type: Cases
Source: Darden School of Business
Publication Year: 2011
When critics assailed Marriott for offering adult in-room entertainment, the company chairman and CEO knew that his ultimate decision had to adhere both to his Mormon principles and to his responsibility for the corporation’s financial stability and the needs of its customers...
The Company Behind The Brand: In Reputation We Trust
Author:
Product Type: Policy and Issue Reports
Source: Weber Shandwick
Publication Year: 2012
As consumers around the world have greater online access to a brand’s lineage, the influence of the brand "parent" or company behind the brand matters even more. In this uncertain climate, consumers expect more from leading companies and have no trouble boycotting those that fail to live up to new standards.
Motivating Sustainable Consumption
Author:
Product Type: Syllabi
Source: University of Jyväskylä
Publication Year: 2011
This course focuses on current consumption trends and sustainable consumption. Attention is placed on the roles of consumption in society, models of consumer behaviour as well as intrinsic motivation, responsibility and emotions.
Needs and Wants: Marketing in a Sustainable Society
Author:
Product Type: Syllabi
Source: Marlboro College
Publication Year: 2009
Defining needs and wants broadly – to include but not remain limited within a conventional marketing perspective – this course examines and works with the practical dimensions of designing, pricing, distributing, and informing/persuading stakeholders about a product or service.
Buyer Behavior
Author: Spencer, Fredrika
Product Type: Syllabi
Source: Wake Forest University
Publication Year: 2011
Consumerism takes many forms. The intent of this course is to provide students with an understanding of the internal factors (affect and cognition) and the external factors (the environment) and their impact on consumer behavior.
Consumerism and Social Issues
Author: Gupta, Pola
Product Type: Syllabi
Source: Wright State University
Publication Year: 2009
This course is a critical study of marketing concepts and practices as related to contemporary social issues in the American economy. Topics include: consumerism, ecology, product safety, truth in advertising, poverty, national interest, social responsibility, the role of government in consumer protection...
'Drinking from a Fire Hose': Has Consumer Data Mining Gone Too Far?
Author: Knowledge@Wharton
Product Type: Magazine / Newspaper Articles
Source: Knowledge@Wharton
Publication Year: 2011
How much data sharing is too much, especially when consumers are not given a say over how their data is used? And is the exploding availability of information actually making companies less adept at predicting consumer behavior?
Nike Football: World Cup 2010 South Africa
Authors: Ofek, Elie; Johnson, Ryan
Product Type: Cases
Source: Harvard Business School
Publication Year: 2011
For the upcoming World Cup in South Africa, Nike has decided to change its target market focus and to use digital and social media platforms to connect more extensively with consumers. In addition, Nike plans to launch innovative new boots and engage in corporate responsibility and sustainability initiatives.
Bunny Butcher: PETA Protests Donna Karan New York
Authors: Sider, Michael; Bigus, Paul
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2011
The chief designer of fashion company Donna Karan New York (DKNY) was facing a difficult situation. Activists for the animal-rights group PETA had posted simultaneous messages on DKNY’s Facebook page: “DK Bunny Butcher.”
Aravind Eye Care System: Providing Total Eye Care to the Rural Population
Authors: Velayudhan, Sanal Kumar; Sundaram, R. Meenakshi; Thulasiraj, R. D.
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2011
Aravind is the largest eye care provider in the world and has pioneered many process innovations that have reduced the cost of eye treatment substantially. The case deals with poor acceptance of the eye care service by the rural population in the south Indian state of Tamil Nadu.
Positioning and Marketing your Company – Internal and External Customers
Author: Scott, Sid
Product Type: Multimedia
Source: The Beyster Institute; University of Wisconsin-Madison
Publication Year: 2011
This presentation and accompanying worksheet discuss ways to clarify and refine your company’s value proposition, for both employee owned and other firms. It outlines ways to position your brand both internally and externally, gives examples of existing company approaches, and focuses on customer collaboration, strategic growth, and customer development.
Domino's Pizza
Authors: Seijts, Jana; Bigus, Paul
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2011
The vice-president of communications for Domino’s Pizza International, faced a significant threat to his company’s reputation involving negative social media exposure...
Better Place: Shifting Paradigms in the Automotive Industry
Authors: Etzion, Dror; Struben, Jeroen
Product Type: Cases
Source: McGill University
Publication Year: 2011
In a bold bid to dramatically reshape the automotive industry, start-up company Better Place is attempting to shift transportation from reliance on the environmentally destructive internal combustion engine to electric power from renewable sources. In pursuing this massive transformation, Better Place is promoting a paradigm shift in the business model for personal transportation. The end goal is to truly make the world a better place by substantially reducing the environmental and social impacts of the transportation sector’s reliance on petroleum. The case highlights the challenges of transforming a mature industry which is central to modern society.
Kitchen Best: Ethics when Doing Cross-boundary Business in Southern China
Authors: Goo, Say; Loo, Grace
Product Type: Cases
Source: University of Hong Kong
Publication Year: 2011
Kitchen Best is a Hong Kong based electrical-appliance company. A series of instances of misconduct and unethical behavior makes the CEO realize that the business is suffering from a lack of internal control. The case highlights legal and cultural differences that pose a challenge in maintaining ethical standards when doing business internationally.
CSR as Reputation Insurance: Primum Non Nocere
Authors: Morgan, John; Minor, Dylan; Strong, Michael; Thigpen, Peter; Hanson, Kirk O.
Product Type: Journal Articles
Source: California Management Review
Publication Year: 2011
Through a case study and a multi-year analysis of stock price responses for S&P 500 companies following product recalls, we find that firms that have high CSR ratings fare better than those that do not. Furthermore, a firm that is exceptional in both doing good and avoiding harm suffers virtually no reputational damage following negative media publicity.
Toyota: Accelerator Pedal Recall (A, B)
Authors: Seijts, Jana; Bigus, Paul
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2011
In January 2010, global automotive manufacturer Toyota faced the task of notifying customers of a recall that involved a faulty accelerator pedal on 1.7 million vehicles, spread across eight different models. Toyota created a letter to customers that was featured in major newspapers and on its own website. The letter released caused anger and outrage as Toyota stayed clear away from apologizing to consumers.
Customer satisfaction incentives
Authors: Hauser, John R.; Simester, Duncan I.; Wernerfelt, Birger
Product Type: Journal Articles
Source: Marketing Science
Publication Year: 1994
Customer satisfaction incentive schemes are increasingly common in a variety of industries. We offer explanations as to how and when incenting employees on customer satisfaction is profitable and offer several recommendations for improving upon current practice.
SC Johnson's Greenlist: Health, Ecology, Profits
Authors: Larson, Andrea; Archer, Geoffrey
Product Type: Mini-Cases
Source: Darden School of Business
Publication Year: 2006
SC Johnson developed its GreenList to screen chemicals and avoid incorporating hazardous and toxic materials into its household cleaning product lines...
Nokia India: Battery Recall Logistics
Authors: Dhanaraj, Charles; Sumukadas, Narendar; Johnson, P. Fraser; Malvankar, Monali
Product Type: Cases
Source: Richard Ivey School of Business
Publication Year: 2011
Nokia had built a strong brand reputation over a ten-year period and was a market leader in the Indian mobile devices. India, incidentally, was also Nokia’s second largest market, next only to China. Suddenly, what corporate headquarters considered a routine product advisory for a defective battery, resulted in panic in customers after the Indian media widely publicized the potential dangers that defective batteries could pose.
YOUR SEARCH PRODUCED 399 MATCHES. PAGE 1 of 8 Items 1-50 of 399