This case study describes the public relations disaster surrounding remarks by a top executive of the fast food company Chick-fil-A regarding gay marriage. The public backlash and the related changed perception of the restaurant have brought the company’s celebrated corporate culture and future into question. This case discusses the history and culture of Chick-fil-A as well as the strategic decisions which the chain has made, how their corporate values have clashed with the changing social environment in America and the resulting implications for firm performance.
Clashing Values, Firm Identity, and Changing Social Norms: The Case of Chick-fil-A
- Author: , &
- Publisher:International CHRIE
- Publication year:2016
- Online pub date:
- Discipline: Public Relations (Business), Organizational Culture, Diversity, Equality & Inclusion in the Workplace
- Contains:Teaching Notes
- Length:5,060 words
Region:Northern AmericaCountry:United States of AmericaIndustry:Food and beverage service activitiesOrganization:Chick-fil-AOrganization Size:Originally Published In:2016). Clashing values, firm identity, and changing social norms: The case of Chick-fil-A. Journal of Hospitality & Tourism Cases, 5 (2), 38– 47., , & (Type:Online ISBN:9781529715576Copyright: © 2016 International Council on Hotel, Restaurant, and Institutional Education (ICHRIE). All rights reserved.