Documents
Case Publications
Hairy Situation, A
Clark S. Kincaid, David L. Corsun
published: 2006 | Case Study | Introductory Business
Subject Area: Organizational Behaviour; Human Resource Management; Introductory Business
Key Issues: Service Recovery; Organizational Culture; Management Development and Loyalty; Organizational Behaviour and HR Management
Case Description: An angry letter written by a once loyal customer confronts a restaurant regional manager. The customer dined in the restaurant 2-3 times a month until 5 months ago when he "quit frequenting" the store because he was very offended by the hairstyle of one of the employees. In a strongly worded handwritten letter, the customer questions the expertise of the regional manager and the general manager of the restaurant, both women. In the letter the customer criticizes the women for their lack of response to his repeated complaints. He asserts that a male manager would have handled his complaint in a more professional manner. The challenge confronted by senior members of the management team is how to respond to the harshly worded letter, keeping in mind the organization’s values and guiding principles.
# Case Pages: 8
Case Number: 030071-23-1
Teaching Note: Yes
revised May 11/06
View all Case Publications documents | View all School of Business & Economics documents
