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Case
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Reference no. E74
Subject category: Entrepreneurship
Published by:
Stanford Business School (2002)
Version:
1 November 2002
Length:
20 pages
Data source:
Field research

Abstract

The eBay case describes three management situations in the context of company growth and organizational change. The first is deterioration of customer service as a result of rapid customer and transaction growth early on. The second is the announcement of a competitive threat from on-line giant, Amazon.com. The third is negative customer feedback in response to the release of a controversial, new service. The case provides a basis for discussion around specific management action in response to each situation, and pulls from interviews with company founder, Jeff Skoll, and Senior Director or Product Management, Reed Maltzman.

Topics

Management of crises; Management of communication; Growth management; Public relations; Customer relations; Customer service
Location:
Size:
2,500 employees, USD749 million revenues
Other setting(s):
1998-2001

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