Ref: IMD-3-0963

Case study

Reference: IMD-3-0963

Order this case study


Johannes van den Bosch sends an email

A Dutch partner in a Big 5 professional services firm is experiencing difficulty in getting his Mexican partner's cooperation in serving a British multinational client. Since part of the firm's competitive positioning is seamless global service, the customer is getting more and more angry. After a particularly hostile exchange with the customer, Johannes van den Bosch writes a very angry email to his Mexican partner, cools off for an hour and then edits his original email to stick to "facts and figures". He sends it off expecting to receive the required information and future cooperation soon. The question is whether the medium and the message are appropriate for the circumstances.
KeywordsCross-cultural Relations, Financial Services, General Management
Settings36495
TypeField Research
Copyright©2000
Available LanguagesEnglish, French, Spanish
Order this case study

Reference: IMD-3-0963

IMD case studies are distributed through case clearing houses. In order to browse the collection and purchase copies please visit the links below.

The Case Centre Cranfield University

Wharley End Beds MK43 0JR, UK
Tel +44 (0)1234 750903
Fax +44 (0)1234 751125
Email info@thecasecentre.org

The Case Centre Babson College

Babson Park Wellesley MA 02457, USA
Tel +1 781 239 5884
Fax +1 781 239 5885
Email info.usa@thecasecentre.org

Harvard Business School Publishing

60 Harvard Way Boston, MA 02163, USA
Tel (800) 545-7685 Tel (617)-783-7600
Fax (617) 783-7666
Email custserv@hbsp.harvard.edu

Case Center Japan

2nd Floor, Toranomon Jitsugyokaikan,
1-1-20 Toranomon, Minato-ku,
Tokyo 105-0001 Japan
Tel +81 3 3503 6621
Fax +81 3 3501 0550
Email info@casecenter.jp

Copyright information

IMD retains all proprietary interests in its case studies and notes. Without prior written permission, IMD cases and notes may not be reproduced, used, translated, included in books or other publications, distributed in any form or by any means, stored in a database or in other retrieval systems. For additional copyright information, please contact our Information Center.

Do you need more information?
Contact us for additional information or republishing

Case study

Reference: IMD-3-0963

Order this case study

Looking for something specific?

Keep reading

Back to top