...HBR CASE STUDY The Customers’ Revenge Atida Motors’ decades-old complaint policy may be no match for unhappy customers who threaten to take their case to YouTube. by Dan Ariely Daniel Vasconcellos J IM MCINTIRE, vice president of customer service at Atida Motor Company, was just about to shut down for the day when he received an e-mail from his brother. “Go to Hell, Angel!” the subject line shouted. The message linked to a YouTube video. In “A Letter for Bill Watkins, CEO, Angel Airlines,” two stolid executives – “Jeff” and “Jerry” – wearing identical pinstripe suits, took turns narrating the story of their airline nightmare. In one scene, the pair sat chained to their coach seats in a stuffy, tarmac-stranded plane. Sweating women and children in prison garb begged for water from surly flight attendants dressed as guards. In the next, the two men crawled on their knees before a leather-clad gate attendant, crowned with devil horns and holding a long whip. They begged her to finally assign them their “guaranteed” seats HBR’s cases, which are fictional, present common managerial dilemmas and offer concrete solutions from experts. hbr.org 1717 Ariely_REV_LAYOUT.indd 31 | December 2007 | Harvard Business Review 31 11/1/07 7:53:09 PM HBR CASE STUDY | The Customers’ Revenge on an overbooked plane. “Not a chance,” she replied huffily. She snapped her whip dismissively and shouted, “Next in line!” In the final sequence...
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...E-Business Valve Corporation and Steam Chédiny Clément International Business School 5 Content Summary Executive summary: 3 Introduction: 5 Company background: 6 Innovative strategy: 8 Business processes: 10 Business model: 11 Technologies adopted: 15 Conclusion: 17 Sources: 18 Executive summary: It is clearly going to be “cliché”, but as most part of guys, I like Video Games. Being a soldier, killing the bad guys, or being the new star of European soccer fields scoring in the final of the UEFA Champions League, every men “normally” constituted has dreamed at least once to be in that situation, and video games can procure that kind of excitement. This is the reason why I choose to make my final e-business assignment on video games. Concerning my choice for the company, for me it was obvious to choose Steam. In my point of view, they have been the precursor of many things in e-business, or at least they were one of the first that used “e-novations”. Through the years, they have succeeded in being one of the most important company in this sector. Many factors have to be pointed out. First, the fact that they have created one of the best games ever made which is Half-Life. It allows them to have a world-wide recognition. Secondly, the Valve platforms, with its large numbre of games available, the exchange of data and information between players and users, have made them the first online retailer for video games. But...
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...towards staffing and retention at the consumer lending group and specifically on the division that I work in the automotive finance group and the Tempe, Arizona national call center. I will give a brief description of the history of Wells Fargo and its core products and services, detail the vision, mission and value statements and how they relate to the strategy that HR uses regarding its staffing and retention. I will delineate the system and metrics system used for their recruiting strategies and how the call center comes to a specific number to decide on how many people to hire. Company Background The Brand Finance Banking 500 in the February 2014 edition of Banker Magazine recognized Wells Fargo as the world’s most profitable bank. (Wells Fargo Tops, 2014) But they weren’t always on top. And to understand the high profit trajectory of a Bank like Wells Fargo, you have to understand their history and background. Wells Fargo has been in business since 1852 when it was founded by Henry Wells and William Fargo. (Wells Fargo Timeline, 2011) During the Gold rush in San Francisco Wells Fargo used the classic stage coach and established its’ logo to transport gold. They established the Great Overland Mail service using the stagecoach and adding rail road, telegraph, steam ship and pony rider to get their messages delivered. They were nationalized by the U.S. government in 1918 and they were known as...
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...WINTER 2006 VOL.47 NO.2 Paul N. Bloom, Steve Hoeffler, Kevin Lane Keller and Carlos E. Basurto Meza How Social-Cause Marketing Affects Consumer Perceptions Please note that gray areas reflect artwork that has been intentionally removed. The substantive content of the article appears as originally published. REPRINT NUMBER 47212 PDFs s Reprints s Permission to Copy s Back Issues Electronic copies of MIT Sloan Management Review articles as well as traditional reprints and back issues can be purchased on our Web site: www.sloanreview.mit.edu or you may order through our Business Service Center (9 a.m.-5 p.m. ET) at the phone numbers listed below. To reproduce or transmit one or more MIT Sloan Management Review articles by electronic or mechanical means (including photocopying or archiving in any information storage or retrieval system) requires written permission. To request permission, use our Web site (www.sloanreview.mit.edu), call or e-mail: Toll-free in U.S. and Canada: 877-727-7170 International: 617-253-7170 e-mail: smrpermissions@mit.edu To request a free copy of our article catalog, please contact: MIT Sloan Management Review 77 Massachusetts Ave., E60-100 Cambridge, MA 02139-4307 Toll-free in U.S. and Canada: 877-727-7170 International: 617-253-7170 Fax: 617-258-9739 e-mail: smr-orders@mit.edu How Social-Cause Marketing Affects Consumer Perceptions A market research technique called conjoint analysis can help managers predict what kind of affinity...
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...of questions on the final exam. Please use them a study aid to prepare for the final exam. 1. In a civil lawsuit against Ellen, Fred obtains an injunction, which is: a. a remedy at law. b. an equitable remedy. c. not possible under our U.S. system of jurisprudence. d. none of the above. 2. Our society has laws for which of the following reasons: a. to provide stability and predictability in personal and business affairs. b. to provide society with guidance as to what acts are considered legally http://www.mangahere.co/manga/fairy_tail/v38/c384/right and legally wrong. c. to provide penalties and sanctions for wrongful acts. d. all of the above. 3. Common law rules develop from: a. statutes enacted by Congress and the state legislatures. b. the principles behind the decisions in hypothetical disputes. c. the principles behind judicial decisions in actual legal disputes. d. propositions voted on by state residents and enacted into law. 4. What is the doctrine under which judges are obligated to follow the precedents established in prior decisions? a. stare decisis. b. res ipsa loquitur. c. commom law d. post hoc. 5. In a particular case, if a court decides that an established rule of precedent is incorrect or inapplicable, the court: a. must refuse to decide the particular case. b. must apply the precedent. c. may...
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...Research Methods 3e 122 Ethics in business research Chapter outline Ethical issues arise at a variety of stages in business and management research. This chapter is concerned with the concerns about ethics that might arise in the course of conducting research. The professional bodies concerned with the social sciences have been keen to spell out the ethical issues that can arise, and some of their statements will be reviewed in this chapter. Ethical issues cannot be ignored, in that they relate directly to the integrity of a piece of research and of the disciplines that are involved. This chapter explores: • • • • some famous, even infamous, cases in which transgressions of ethical principles have occurred, though it is important not to take the view that ethical concerns arise only in relation to these extreme cases; different stances that can be and have been taken on ethics in business research; the significance and operation of four areas in which ethical concerns particularly arise: whether or not harm comes to participants; informed consent; invasion of privacy; and deception; some of the difficulties associated with ethical decision-making. Introduction Discussions about the ethics of business and management research bring us into a realm in which the role of values in the research process becomes a topic of concern. Ethical issues revolve around...
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...critical theory today critical theory today A Us e r - F r i e n d l y G u i d e S E C O N D E D I T I O N L O I S T Y S O N New York London Routledge is an imprint of the Taylor & Francis Group, an informa business Routledge Taylor & Francis Group 270 Madison Avenue New York, NY 10016 Routledge Taylor & Francis Group 2 Park Square Milton Park, Abingdon Oxon OX14 4RN © 2006 by Lois Tyson Routledge is an imprint of Taylor & Francis Group, an Informa business Printed in the United States of America on acid‑free paper 10 9 8 7 6 5 4 3 2 1 International Standard Book Number‑10: 0‑415‑97410‑0 (Softcover) 0‑415‑97409‑7 (Hardcover) International Standard Book Number‑13: 978‑0‑415‑97410‑3 (Softcover) 978‑0‑415‑97409‑7 (Hardcover) No part of this book may be reprinted, reproduced, transmitted, or utilized in any form by any electronic, mechanical, or other means, now known or hereafter invented, including photocopying, microfilming, and recording, or in any information storage or retrieval system, without written permission from the publishers. Trademark Notice: Product or corporate names may be trademarks or registered trademarks, and are used only for identification and explanation without intent to infringe. Library of Congress Cataloging‑in‑Publication Data Tyson, Lois, 1950‑ Critical theory today : a user‑friendly guide / Lois Tyson.‑‑ 2nd ed. p. cm. Includes bibliographical references and index. ISBN 0‑415‑97409‑7 (hb) ‑‑ ISBN 0‑415‑97410‑0 (pb) 1. Criticism...
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...Boundaries of Strategic Corporate Social Responsibility Geoffrey P. Lantos Professor of Business Administration Box D-55 Stonehill College North Easton, MA 02357 June 2001 Phone: 508.565.1205 Fax: 508.565.1444 E-mail: glantos@stonehill.edu 1 The Boundaries of Strategic Corporate Social Responsibility Keywords Corporate social responsibility (CSR), Roles of business, Stakeholder theory, Ethical CSR, Responsibilities and duties, Altruistic CSR, Strategic CSR, Abstract Reviews the development of the corporate social responsibility (CSR) concept and its four components: economic, legal, ethical, and altruistic duties. Discusses different perspectives on the proper role of business in society, from profit making to community service provider. Suggests that much of the confusion and controversy over CSR stem from a failure to distinguish its ethical, altruistic, and strategic forms of CSR. On the basis of a thorough examination of the arguments for and against altruistic CSR, concurs with Milton Friedman that altruistic CSR is not a legitimate role of business. Proposes that ethical CSR, grounded in the concept of ethical duties and responsibilities, is mandatory. Concludes that strategic CSR is good for business and society. Advises that marketing take a lead role in strategic CSR activities. Notes difficulties in CSR practice and offers suggestions for marketers in planning for strategic CSR and academic researchers in further clarifying the boundaries of strategic...
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...operations/production, and management information systems. A.1 LEARNING OUTCOMES A. 1. Define the three common business forms. A. 2. List and describe the seven departments commonly found in most organizations. A. 3. Describe a transaction and its importance to the accounting department. A. 4. Identify the four primary financial statements used by most organizations. A. 5. Define the relationship between sales and marketing, along with a brief discussion of the marketing mix. A. 6. Define business process reengineering and explain how an organization can use it to transform its business. Types of Business Businesses come in all shapes and sizes and exist to sell products or perform services. Businesses make profits or incur losses. A profit occurs when businesses sell products or services for more than they cost to produce. A loss occurs when businesses...
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...Vance Packard With an Introduction by Mark Crispin Miller PUBLISHING Brooklyn, New York Copyright © 1957, 1980 by Vance Packard Originally published by Pocket Books, a division of Simon & Schuster, Inc. Introduction Copyright 2007© by Mark Crispin Miller All rights reserved. Printed in Canada Reissue Edition 10 9 8 7 6 5 4 3 2 No part of this book may be used or reproduced in any manner without written permission of the publisher. Please direct inquiries to: Ig Publishing 178 Clinton Avenue Brooklyn, NY 11205 www.igpub.com Library of Congress Cataloging-in-Publication Data Packard, Vance Oakley, 1914The hidden persuaders / Vance Packard ; [new] introduction by Mark Crispin Miller. p. cm. Originally published in 1957 by McKay and reissued in 1980 by Pocket Books with a new afterword. ISBN-13: 978-0-9788431-0-6 ISBN-10: 0-9788431-0-X 1. Advertising--Psychological aspects. 2. Consumers--Psychology. 3. Advertising, Political. 4. Propaganda. 5. Control (Psychology) I. Title. HF5822.P3 2007 659.101'9--dc22 2007027043 To Virginia CONTENTS Introduction by Mark Crispin Miller 1. The Depth Approach PERSUADING US AS CONSUMERS Z. The Trouble With People 3. So Ad Men become Depth Men 4. ....And The Hooks Are Lowered 5. Self-Images for Everybody 6. RX for Our Secret Distresses 1. Marketing Eight Hidden Needs 8. The Built-In Sexual Overtone 9. Back to the Breast, and Beyond 10. Babes In Consumerland 11. Class and Caste in the Salesroom 12. Selling Symbols...
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...Fundamentals of Cost Accounting 3e William N. Lanen University of Michigan Shannon W. Anderson Rice University Michael W. Maher University of California at Davis FUNDAMENTALS OF COST ACCOUNTING Published by McGraw-Hill/Irwin, a business unit of The McGraw-Hill Companies, Inc., 1221 Avenue of the Americas, New York, NY, 10020. Copyright © 2011, 2008, 2006 by The McGraw-Hill Companies, Inc. All rights reserved. No part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written consent of The McGraw-Hill Companies, Inc., including, but not limited to, in any network or other electronic storage or transmission, or broadcast for distance learning. Some ancillaries, including electronic and print components, may not be available to customers outside the United States. This book is printed on acid-free paper. 1 2 3 4 5 6 7 8 9 0 WVR/WVR 1 0 9 8 7 6 5 4 3 2 1 0 ISBN MHID 978-0-07-352711-6 0-07-352711-4 Vice president and editor-in-chief: Brent Gordon Editorial director: Stewart Mattson Publisher: Tim Vertovec Director of development: Ann Torbert Development editor: Emily A. Hatteberg Vice president and director of marketing: Robin J. Zwettler Marketing director: Sankha Basu Marketing manager: Kathleen Klehr Vice president of editing, design and production: Sesha Bolisetty Senior project manager: Susanne Riedell Senior production supervisor: Debra R. Sylvester Interior designer:...
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...This page intentionally left blank R E V I S E D T H I R T E E N T H E D I T I O N AN INTRODUCTION TO MANAGEMENT SCIENCE QUANTITATIVE APPROACHES TO DECISION MAKING David R. Anderson University of Cincinnati Dennis J. Sweeney University of Cincinnati Thomas A. Williams Rochester Institute of Technology Jeffrey D. Camm University of Cincinnati Kipp Martin University of Chicago Australia • Brazil • Japan • Korea • Mexico • Singapore • Spain • United Kingdom • United States This is an electronic version of the print textbook. Due to electronic rights restrictions, some third party content may be suppressed. Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. The publisher reserves the right to remove content from this title at any time if subsequent rights restrictions require it. For valuable information on pricing, previous editions, changes to current editions, and alternate formats, please visit www.cengage.com/highered to search by ISBN#, author, title, or keyword for materials in your areas of interest. An Introduction to Management Science: Quantitative Approaches to Decision Making, Revised Thirteenth Edition David R. Anderson, Dennis J. Sweeney, Thomas A. Williams, Jeffrey D. Camm, & Kipp Martin VP/Editorial Director: Jack W. Calhoun Publisher: Joe Sabatino Senior Acquisitions Editor: Charles McCormick, Jr. Developmental Editor: Maggie Kubale Editorial Assistant:...
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...States of America. Previous editions © 2013, 2011, and 2009. No part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written consent of McGraw-Hill Education, including, but not limited to, in any network or other electronic storage or transmission, or broadcast for distance learning. Some ancillaries, including electronic and print components, may not be available to customers outside the United States. This book is printed on acid-free paper. 1 2 3 4 5 6 7 8 9 0 DOW/DOW 1 0 9 8 7 6 5 4 ISBN 978-0-07-786254-1 MHID 0-07-786254-6 Senior Vice President, Products & Markets: Kurt L. Strand Vice President, Content Production & Technology Services: Kimberly Meriwether David Managing Director: Paul Ducham Executive Brand Manager: Michael Ablassmeir Executive Director of Development: Ann Torbert Senior Development Editor: Laura Griffin Digital Product Analyst: Kerry Shanahan Marketing Manager: Elizabeth Trepkowski Senior Marketing Specialist: Elizabeth Steiner Director, Content Production: Terri Schiesl Manager, Content Production: Mary Conzachi Senior Buyer: Michael R. McCormick Design: Lisa King Cover Image: © Thomas Vogel/Getty Images Senior Content Licensing Specialist: Jeremy Cheshareck Typeface: 10/12 Janson Text LT Std Compositor: Laserwords Private Limited Printer: R. R. Donnelley...
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...8/6/2014 Print Property: Personal, Intellectual, and Real Learning Objectives 11 After studying this chapter, you will be able to: 1. Distinguish between personal, intellectual, and real property. 2. Explain how personal property is acquired. 3. Discuss the definition and significance of bailments. 4. Define different types of tenancies in real property. 5. Discuss the concept of eminent domain. Ryan McVay/Photodisc/Thinkstock The concept of property and ownership is one that has long been important in both society in general and law in particular. English philosopher and political theorist John Locke saw it as "the reason why men enter into society," and Walter Lippmann, the American journalist, described it as "the only dependable foundation of personal liberty." Some have gone so far as to say that the main reason for law is to protect property rights. Even if one does not subscribe to such a narrow purpose, there is no doubt that the law is much concerned with property and rights of ownership. Property can be defined as the right of an individual to exclusively possess, use, and dispose of anything that is capable of being owned. Broadly speaking, property can be divided into three separate types: personal property, intellectual property, and real property. Personal property is characterized by its portable nature; it can be carried from place to place. Furthermore, personal property can be either tangible or intangible. Tangible personal property encompasses...
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...The Great Gatsby By F. Scott Fitzgerald Download free eBooks of classic literature, books and novels at Planet eBook. Subscribe to our free eBooks blog and email newsletter. Then wear the gold hat, if that will move her; If you can bounce high, bounce for her too, Till she cry ‘Lover, gold-hatted, high-bouncing lover, I must have you!’ —THOMAS PARKE D’INVILLIERS The Great Gatsby Chapter 1 I n my younger and more vulnerable years my father gave me some advice that I’ve been turning over in my mind ever since. ‘Whenever you feel like criticizing any one,’ he told me, ‘just remember that all the people in this world haven’t had the advantages that you’ve had.’ He didn’t say any more but we’ve always been unusually communicative in a reserved way, and I understood that he meant a great deal more than that. In consequence I’m inclined to reserve all judgments, a habit that has opened up many curious natures to me and also made me the victim of not a few veteran bores. The abnormal mind is quick to detect and attach itself to this quality when it appears in a normal person, and so it came about that in college I was unjustly accused of being a politician, because I was privy to the secret griefs of wild, unknown men. Most of the confidences were unsought—frequently I have feigned sleep, preoccupation, or a hostile levity when I realized by some unmistakable sign that an intimate revelation was quivering on the horizon—for the intimate revelations of young men or at least...
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