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can the rotisserie chicken chain turn itself around?
Jay Pandya was a restaurant and real estate investor with more than 20 years of franchisee experience in the United States (e.g., Arby's and Dunkin' Donuts). The Pandya-owned Rohan Group purchased the wholly owned restaurant chain Boston Market in April 2020. At its height, Boston Market had more than 1100 restaurant locations and annual sales more than US$1 billion. The popularity of Boston Market was driven by its signature product--rotisserie chicken--served alongside hearty side dishes. When Pandya purchased the once-great American "fast-casual" restaurant chain, it had contracted with 376 restaurant locations. Pandya publicly stated that his intention was to turn Boston Market around, pursing horizontal growth by (1) improving same-store sales (e.g., renovations and updated menus) and (2) expanding the chain by 25 new restaurant locations. A turnaround would not be imminent, however, with unmet financial obligations and alleged labor violations leading to state-forced and voluntary restaurant closures. What would remain were just 310 Boston Market restaurant locations across 25 states and 249 cities. With financial and legal woes mounting, it begs the question, could Pandya still turn things around at Boston Market, or would another retrenchment strategy (e.g., divestment or liquidation) be necessary? This case study is appropriate for undergraduate and graduate courses in strategic management and hospitality management.