June 3, 2015
Chapter 11
Case Number 11.1 Disney Institute: Teaching Customer Service
Visitors to Disneys fabled theme parks are delighted by immaculate facilities, unfailingly
cheerful and friendly service, personalized attention, and knowledgeable and he
June 15, 2015
Chapter 18
Case Number 18.1 ScoreBig: Name Your Price for Live Events
If youve ever tried to get tickets for a game, show, or concert that ended up sold out,
you may be surprised to find that 20 to 40 percent of seats for many such events ac
May 20, 2015
Chapter 8
Case Number 8.1: Starbucks Takes Coffee to India
Although India has long been a tea-drinking culture, the countrys southern area is home
to huge coffee farms. And thanks to a growing youth market and increasingly comfortable
middle
May 11, 2015
Chapter 1
Case Number 1.1: Oreos Turn 100 Years Young
Perhaps its not entirely marketing expertise that has made Oreo reportedly the most
popular cookie in the world. After all, it also tastes good, and its fun to eat. But marketing has
certa
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