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xiv CONTENTS

Cases

HOSPITALITY/ENTERTAINMENT
1. Walt Disney Company — 2009, Mernoush Banton 1
2. Merryland Amusement Park — 2009, Gregory Stone 14

AIRLINES
3. JetBlue Airways Corporation — 2009, Mernoush Banton 26
4. AirTran Airways, Inc. — 2009, Charles M. Byles 37

RETAIL STORES
5. Family Dollar Stores, Inc. — 2009, Joseph W. Leonard 50
6. Wal-Mart Stores, Inc. — 2009,Amit J. Shah and Michael L. Monahanat 59
7. Whole Foods Market, Inc. — 2009, James L. Harbin and Patricia
Humphrey 73
8. Macy’s, Inc. — 2009, Rochelle R. Brunson and Marlene M. Reed 83
INTERNET BASED
9. Yahoo! Inc. — 2009, Hamid Kazeroony 91
10. eBay Inc. — 2009, Lori Radulovich 99
FINANCIAL
11. Wells Fargo Corporation — 2009, Donald L. Crooks, Robert S. Goodman,
and John Burbridge 111

RESTAURANTS
12. Krispy Kreme Doughnuts (KKD) — 2009, John Burbridge and
Coleman Rich 120
13. Starbucks Corporation — 2009, Sharynn Tomlin 129
NONPROFIT
14. The United States Postal Service (USPS) — 2009, Fred and
Forest David 138
15. National Railroad Passenger Corporation (AMTRAK) — 2009,
Kristopher J. Blanchard 150
16. Goodwill of San Francisco, San Mateo and Marin Counties — 2009,
Mary E.Vradelis 158

TRANSPORTATION
17. Harley-Davidson, Inc. — 2009, Carol Pope and Joanne Mack 166
18. Ford Motor Company — 2009,Alen Badal 176

FOOD
19. Kraft Foods Inc. — 2009, Kristopher J. Blanchard 184
20. Hershey Company — 2009,Anne Walsh and Ellen Mansfield 192
PERSONAL CARE
21. Johnson & Johnson — 2009, Sharynn Tomlin, Matt Milhauser,
Bernhard Gierke,Thibault Lefebvre, and Mario Martinez 201
22. Avon Products Inc. — 2009, Rochelle R. Brunson and
Marlene M. Reed 212
BEVERAGE
23. Molson Coors — 2009,Amit J. Shah 220
24. PepsiCo — 2009, John and Sherry Ross 232