Human Resources Management
Prof. Rita Campos e Cunha

CASE STUDY:

TEAM MEMBERS:
ANA MARTA GAMAS
#2792
JOÃO TIAGO GALHOFO #2773
JOÃO MIGUEL MATOS
#2617

1) What is the cause of the problems described in the case? How serious are these problems?

The case study bring us Raleigh & Rosse, one of the greatest retailers of luxury goods, including clothing, accessories, shoes, and fragrances in the US. Born in New York in 1903, it soon became a family business heating his fasted development in the 90s by taking advantage of the increased entry of European luxury houses in the US market. In 2002 was retail leader and perceived has a reference in the industry when it came to sales service. Plus, it was even referred as one of the “Top 100 Employers to Work For” by Fortune magazine. R&R’s customer service was the envy of the industry in terms of their quality and personalized service. The firm new “Ownership Culture” program had played an important role building the store’s engaging image, its extremely strong customer loyalty and its superior quantity of sales. Yet, something changed in the following years. R&R