By H. Grousbeck
2002 | Case No. E74
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 online 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.
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