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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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Deadly Advertising: The Tobacco Case (B)
Olale, Esther; Vaccaro, AntoninoCase BE-177-EBusiness Ethics and Corporate Social Responsibility, Corporate Governance, EconomicsThe case study analyzes the effects of the regulation of tobacco advertising on tobacco companies, the U.S. government and the final consumer from an ethical and business standpoint. The first case deals with how tobacco advertising originated and how it has evolved over the years, and the second case deals with the development of regulation to curb tobacco advertising.Starting at €5.74
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Dowry: A Price for a Bride
Olale, Esther; Ribera, AlbertoCase DPO-294-ELeadership and People ManagementWhile studying for an MBA in Washington, D.C., a Kenyan woman falls in love with a classmate from the United States. Eventually they get engaged and decide to marry and live in Nairobi, where she plans to take over her father's business. When the groom arrives in Nairobi to meet her fiancée's family, she explains to him that her family expects to receive a dowry, consisting of some gifts and cash, in keeping with the tradition of their tribe.Starting at €8.20
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Deadly Advertising: The Tobacco Case (A)
Olale, Esther; Vaccaro, AntoninoCase BE-176-EBusiness Ethics and Corporate Social Responsibility, Corporate Governance, EconomicsThe case study analyzes the effects of the regulation of tobacco advertising on tobacco companies, the U.S. government and the final consumer from an ethical and business standpoint. The first case deals with how tobacco advertising originated and how it has evolved over the years, and the second case deals with the development of regulation to curb tobacco advertising.Starting at €8.20
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El centro de llamadas de Linkality
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221Marketing, Service and Operations ManagementLinkality ocupa el octavo lugar en el ranking estadounidense de proveedores de servicios de Internet (ISP), con una base de aproximadamente 3 millones de usuarios. El caso se centra en la dirección del centro de llamadas de Linkality, donde tiene lugar aproximadamente el 85% de todos los contactos con los usuarios. Hal Paden, vicepresidente de operaciones, tiene como objetivo buscar formas de reducir los costes operativos y al mismo tiempo mejora...Starting at €8.20