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United Airlines’ Service-recovery Challenge After Reputation Meltdown
Sandeep Puri; Kushal Dev Kashyap; Gaganpreet SinghCase IVEY-9B18A015-EMarketingIn 2017, United Airlines suffered a blow to its corporate reputation throughout the United States and international markets, including China, mainly due to an incident on United flight 3411, in which an airport enforcement officer forcibly dragged a passenger out of a plane. The inadequate public relations reaction following the incident and ineffective crisis management left the company reeling. The company became subject to scathing social medi...Starting at €8.20
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Brewing Peace Philippines: Customer Relationship Management
Jose Gerardo Santamaria; Sandeep Puri; Maria Luisa Chua Delayco; Rakesh SinghCase IVEY-9B20A056-EEntrepreneurship, Marketing, StrategyBrewing Peace was a company based in the Philippines that sold coffee beans. Despite having a base of 80 customers, 70 per cent of its business depended on 9 key accounts; this included its biggest buyer, Concepcion Coffee Enterprises Limited (CCEL), whicStarting at €8.20
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Procter & Gamble: Recall of Old Spice Deodorants
Siddhant Puri; Rameshwar Dubey; Sandeep Puri; Jayanthi RanjanCase IVEY-W30794-EMarketing, StrategyIn November 2021, Procter & Gamble Company (P&G)’s announcement regarding the recall of more than a dozen of its Old Spice and Secret aerosol deodorants and sprays over elevated levels of benzene threatened to damage their brand value. Considering that product recalls come at a cost and involve various phases, P&G need to assess how the recall will impact their brand value. As the Cincinnati, Ohio, multinational consumer goods corporation progres...Starting at €8.20
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Robinsons Retail Holdings Inc.: Navigating Rustan’s Acquisition
Sandeep Puri; Shweta Pandey; Babak HayatiCase IVEY-9B19A047-EMarketing, StrategyWith the acquisition of Rustan Supercenters Inc. (Rustan’s) in November 2018, Robinsons Retail Holdings Inc. (Robinsons) had become one of the top retailers in the Philippines, with over 1,800 stores. Although the acquisition brought Rustan’s network of mStarting at €8.20
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Customer Management at Magellan Savings Bank Of Philippines
Sandeep Puri; Maria Theresa Manalac; Jayanthi RanjanCase IVEY-9B20A038-EMarketing, StrategyIn June 2019, a newly promoted branch manager of a bank in Davao City, Philippines, must recommend to the bank’s head office who among six loan applicants will obtain loans from the branch. She has received applications for ₱24 million in loans but can only grant ₱18 million. The branch manager needs to (a) decide how much to loan and to which customers, (b) find ways to retain valuable customers and acquire new ones, and (c) consider new avenues...Starting at €8.20
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Big Boss Cement Inc.: Stirring Up Industry Competition in the Philippines
Shweta Pandey; Sandeep Puri; Babak HayatiCase IVEY-9B18A055-EMarketing, StrategyIn January 2018, the Philippine cement industry changed forever with the entry of the 100-per-cent Filipino-owned cement manufacturing company Big Boss Cement Inc. (BBCI). When the company decided to set up shop with a cheaper, eco-friendly manufacturing process that promised less carbon emission, competition became fierce. BBCI planned to expand its capacity to take advantage of a growth in both infrastructure projects and local demand for cemen...Starting at €8.20