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Whose Back Do I Scratch?

Eric Nelson, Denise Oas
January 1, 2015
SKU:
BUS-004232
Region: 
North America
Topic: 
Ethics & Social Justice, Marketing & Sales
Length: 
2 pages
Keywords: 
agency theory, moral hazard, internal marketing, service failure, frustration
Student Price: 
$4.00

Danielle O’Reilly was frustrated. She paid for a massage several weeks ago and was really looking forward to it. However, she had just been told that she was not going to get her massage and there was nothing she could do about it. Danielle refused to believe she paid thirty-five dollars for nothing, but what could she do?