This study deals with Customer Relationship Management (CRM) of a department of an Original Equipment Manufacturer (OEM) of trackless mining equipment. The study was done from the service deliverer's perspective. The aim of the study was to determine an effective Customer Satisfaction Index...

Soccer coaches give contradictory advice about where to aim the soccer ball when shooting on goal. This article proposes an answer to the question of where to aim by asking not how to score but rather how to miss. The answer is then put to the test by examining the performance of top goal...

Die Reformhausbranche ist im Umbruch - bedingt nicht zuletzt durch den gegenwärtigen Boom im Markt für Bio-Produkte und Naturkosmetik. "Bio ist jetzt Mainstream. Das ist unser Problem", fasst so auch E. Perlinger, Vorstand der Neuform Vereinigung Deutscher Reformhäuser, zusammen (zitiert nach...

Although targeted price promotions are becoming increasingly common in the marketplace, relatively little is known about how deal recipients respond to customized pricing offers. The authors investigate the role of a sales promotion characteristic that has received little attention in the...

The C case concerns the challenges of postmerger integration. The cultural differences of the two companies and the style differences of the two leaders become issues for the new company, which now has a monopoly in the in-building advertising market, and questions about cultural integration...

In the B case, bitter rivals Yu Feng and Jiang Nanchun decide to merge their two companies. This is an unusual action because both men are successful entrepreneurs who are proud of their individual successes. They both assume that the merger will go smoothly. See also the A (UVA-OB-0910) and C...