best buy case cover1

Readers might be interested in a new case I cocreated with Gary Hunter, Ph.D. (of Illinois State University) and Eric Vonheim (of IBM). This case is freely available at http://business.illinoisstate.edu/bestbuy/,  and is designed to highlight issues related to current challenges facing traditional retailers like Best Buy vis-a-vis emerging service dominant logic theory, and theory related to personalization, engagement, and customer relationship management (CRM). A brief set of teaching notes is available upon request.

Written by staylor57