After observing customer interactions in a Best Buy in Dallas, the regional HR manager considers training sales representatives in a second language. Considering that the store's regional customer base ranges between 13% and 30% Latino, she believes it may be a prudent option and immediately thinks of Rosetta Stone software as a cost-effective approach. Yet she still must translate her instincts into a quantifiable, tangible return on investment, particularly under demanding economic conditions.
Eades, K., Dickey, K., Ledesma, J., Frazier, J., Sider, D. and Johnson, M. (2017), "Best Buy: Investing in Language Learning", Darden Business Publishing Cases. https://doi.org/10.1108/case.darden.2016.000041Download as .RIS
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