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Product cover image for Hailey’s Handbags: Customer Complaints or Cyberbullying?

Hailey’s Handbags: Customer Complaints or Cyberbullying?

John Varlaro, Nicole Amos

Product #:W25090
Supplier:Ivey
Discipline:Human Resource Management, Organizational Behaviour/Leadership
Setting:United States, 2019
Details:Case (PDF) • 4 pages • 2021-09-02

Subjects:

Organizational cultureOrganizational behavior

Industries:

Goods, trade, and consumer services

Geography:

North AmericaUnited States
Your Price:$10.54

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The owner of Hailey’s Handbags, a New England-based online business selling handmade products, had successfully grown her company using a limited-release sales model. However, by early 2019, complaints posted to her business’s social media accounts had become abusive and personal. The emotional impact on the owner was severe, and before she could decide how to manage the comments, she needed to first determine whether they represented legitimate complaints or if she had become a target of cyberbullying.

Learning Objectives

This case is suitable for human resource management and organizational behaviour courses at introductory levels. After working through the case and assignment questions, students will be able to do the following:
  • Define workplace cyberbullying.
  • Contrast workplace cyberbullying with abusive customer complaints.
  • Discuss methods to minimize and deter cyberbullying by employees and customers.
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Case Study: Hailey’s Handbags: Customer Complaints or Cyberbullying? (English version) | Ivey Publishing