Ivey Business School (Canada)
-
The Linda Dor: Building a Culture of Customer Satisfaction
Nicole R.D. Haggerty; Mark Boadu; Allie Zuccon; Zoe WoodsCase IVEY-9B18C014-ELeadership and People ManagementThe general manager of operations and interim general manager of human resources at Linda Dor Restaurant and Rest Stop (Linda Dor) was facing challenges recruiting, training, and retaining staff at the lower levels of the organization. These customer-facing positions, which include wait staff, cashiers, and runners, are responsible for delivering the high level of customer service enshrined in Linda Dor Enterprises’ corporate values. Providing a ...Starting at €8.20
-
Starbucks Corporation: A Bittersweet Reputation Recovery
Mary Weil; Christine YanCase IVEY-9B20M172-EStrategyIn April 2018, following an in-store incident in Philadelphia that resulted in the unwarranted arrests of two Black men, Starbucks Corporation (Starbucks) faced a severe public relations crisis. A video of the incident, posted on Twitter, quickly generateStarting at €8.20