Graza : CEO apologies and positive response by consumers /
The case explains how Andrew Benin, CEO and cofounder of a direct-to-consumer olive oil startup, Graza, apologized to consumers when they received poor-quality products and late deliveries. Benin apologized through an email to Graza customers even when the reasons for the delay were beyond his compa...
| Main Authors: | , |
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| Format: | eBook |
| Language: | English |
| Published: |
London :
SAGE Publications: SAGE Business Cases Originals,
2024.
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| Series: | SAGE Business cases.
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| Subjects: | |
| Online Access: | Connect to the full text of this electronic book |
| Summary: | The case explains how Andrew Benin, CEO and cofounder of a direct-to-consumer olive oil startup, Graza, apologized to consumers when they received poor-quality products and late deliveries. Benin apologized through an email to Graza customers even when the reasons for the delay were beyond his company's control. Consumers responded positively to this apology Delay in deliveries occurred because of a supply chain crisis caused by a bacterial attack on the olive plantations and to the effects of the COVID-19 pandemic. According to experts, the crisis was also likely to continue in the future. Was Benin correct in issuing an apology? Would customers remain loyal to Graza if the olive oil shortage persisted? The case encourages students to explore how and when CEOs apologize to stakeholders. It also helps students examine if repeated mistakes by a company impacts consumer attitudes toward the company. |
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| Physical Description: | 1 online resource. |
| ISBN: | 9781071926857 1071926853 |