Wawa : building a new business within an established firm.
In terms of customer service and satisfaction, Wawa, Inc. is arguably the most successful convenience store operator in the nation. Many customers refer to their local establishment as "my Wawa," and many thousands of others have created and/or contributed to fan sites online.This privatel...
I tiakina i:
| Kaituhi matua: | |
|---|---|
| Hōputu: | iPukapuka |
| Reo: | English |
| I whakaputaina: |
London :
Kellogg School of Management,
2006.
|
| Rangatū: | SAGE Knowledge. Cases.
|
| Ngā marau: | |
| Urunga tuihono: | SAGE |
| Whakarāpopototanga: | In terms of customer service and satisfaction, Wawa, Inc. is arguably the most successful convenience store operator in the nation. Many customers refer to their local establishment as "my Wawa," and many thousands of others have created and/or contributed to fan sites online.This privately held firm that is more than one hundred years old and generates $4 billion in revenue was built on providing top-quality food and beverage products, in many cases prepared on-site. In 1994 the company's leadership decided to expand into gasoline retailing--a completely different business for Wawa.The case explores how Wawa arrived at this decision, advocated by the CEO; the significant internal pressure against the strategy; and how Wawa eventually overcame resistance and built a thriving new business model within its established business.Given that Wawa approached gasoline retailing from the perspective of a high-quality food establishment committed to exceptional customer service, the company's transition to gasoline was much different than that of gasoline retailers adding convenience store locations. Moreover, as an outsider, Wawa was able to innovate on important aspects of the basic gasoline retailing business.Wawa achieved exceptional performance and growth from its new business despite lingering resistance within the company |
|---|---|
| Whakaahutanga tūemi: | Originally published in Wolcott, R. (2006). Wawa: Building a new business within an established firm. 5-306-505. Evanston, IL: Kellogg School of Management at Northwestern University. |
| Whakaahuatanga ōkiko: | 1 online resource : illustrations. |
| ISBN: | 1526449420 9781526449429 |