Graza : CEO apologies and positive response by consumers / Arpita Agnihotri, Saurabh Bhattacharya.

Format:

Book

Author/Creator:

Agnihotri, Arpita, author.

Bhattacharya, Saurabh, author.

Series:

SAGE Business cases.

SAGE Business cases

Language:

English

Subjects (All):

Small business--Management--Case studies.

Small business.

Service industries--Marketing--Case studies.

Service industries.

Physical Description:

1 online resource.

Place of Publication:

London : SAGE Publications: SAGE Business Cases Originals, 2024.

Summary:

The case explains how Andrew Benin, CEO and cofounder of a direct-to-consumer olive oil startup, Graza, apologized to consumers when they received poor-quality products and late deliveries. Benin apologized through an email to Graza customers even when the reasons for the delay were beyond his company's control. Consumers responded positively to this apology Delay in deliveries occurred because of a supply chain crisis caused by a bacterial attack on the olive plantations and to the effects of the COVID-19 pandemic. According to experts, the crisis was also likely to continue in the future. Was Benin correct in issuing an apology? Would customers remain loyal to Graza if the olive oil shortage persisted? The case encourages students to explore how and when CEOs apologize to stakeholders. It also helps students examine if repeated mistakes by a company impacts consumer attitudes toward the company.

Notes:

Description based on XML content.

ISBN:

1-0719-2685-3

9781071926857

OCLC:

1417358746