Just Keep It: Customer Service and Knowing Right From Wrong

Abstract

Douglas purchased a battery-powered lawnmower at a nearby big-box store. Soon he exchanged it for a gas-powered lawnmower. In the meantime, the big-box company sent to his home an identical battery-powered lawnmower without any billing documentation. He tried to return it to the big-box store but could not because the delivery came from the company’s online catalog. He called the company’s customer service and was told there was no record of purchase and no record of delivery. According to the customer service agent, he cannot return it.

Consequently, Douglas decided to return the gas-powered lawnmower to the big-box store and keep its company-sent battery-powered lawnmower because it was “free.” However, he began to question “right from wrong” with what he had done. He does not know what to do.

This case was prepared for inclusion in Sage Business Cases primarily as a basis for classroom discussion or self-study, and is not meant to illustrate either effective or ineffective management styles. Nothing herein shall be deemed to be an endorsement of any kind. This case is for scholarly, educational, or personal use only within your university, and cannot be forwarded outside the university or used for other commercial purposes.

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