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,  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