Ivey Business School (Canada)
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Cineplex, Inc.
John S. Haywood-Farmer; Dino Pupulin; Peter HryniakCase IVEY-9B15D008-EService and Operations ManagementIn early 2013, the senior vice-president of customer strategies at Toronto-based Cineplex Inc. (Cineplex) was sitting in her office, working on the firm’s strategy. The firm’s chief executive officer had asked the VP to examine some strategic alternatives and present them at the upcoming meeting of the company’s board of directors. One of Cineplex’s major concerns stemmed from the seemingly inexorable continued reduction in theatrical-release win...Starting at €8.20
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Graham's Pharmacy: Traditional Care, Modern Solutions
Nicole Bérubé; R. Frank DelangheCase IVEY-9B16A047-EEntrepreneurship, MarketingIn 2012, Graham’s Pharmacy opened to offer more traditional pharmacy services and counselling in contrast to franchise pharmacies. The business was the brainchild of a pharmacist and entrepreneur with a strong commitment to the pharmacist profession. Located in the heart of the historic business sector of Kingston, Ontario, Graham’s Pharmacy had taken over a historic building that formerly housed a bank. The pharmacy was intended to improve the q...Starting at €8.20
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Toronto Transit Commission: Service Quality and Customer Perception
Jana Seijts; Dino Pupulin; Ken MarkCase IVEY-9B12M098-EStrategyThe chief public relations (PR) strategist for SG Media is using the Toronto Transit Commission (TTC) as an example in her public relations training session. In 2011, the TTC has been in the news because of a combination of poorly managed fare hike announcements and the perception of lax service quality. Consumers have taken to publishing, on social media sites, images of TTC employees seemingly in violation of service standards. The strategist i...Starting at €8.20
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Kinsip: Marketing Spirits, Maple Syrup, And Hand Sanitizer
Nicole Bérubé; Geoffrey T. PondCase IVEY-9B21A017-EMarketing, StrategyIn May 2020, the three cofounders of Kinsip House of Fine Spirits (Kinsip), a craft distillery located on a farm in Prince Edward County, Ontario, Canada, felt a great sense of accomplishment. The distillery had a varied product mix that included light anStarting at €8.20