Dell Inc.: Managing Reputation in the Blogosphere

Dell Inc.: Managing Reputation in the Blogosphere

Provenzano, N.; Pulscher, S.; Rand, C.; and O’Rourke, J.S. (Editor) Notre Dame
February 12, 2018
SKU: BUS-336

Region of the world: North America
Topic: Strategy & General Management
Price: $4.00 | €0.00
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After deeming Dell’s customer service unsatisfactory, Jeff Jarvis, a well-known blogger, posted an extremely critical open letter to the company’s CEO. Within a matter of days, Dell had a full-blown crisis on its hands and was forced to reconsider how to deal with emerging technological platforms used by customers to communicate information and opinions. (A) Case, 6 pp. (B) Case, 3 pp. Case #09-02. (2009)

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