Case 4. Pizza Station

Kathryn Marley, Duquesne University

Gopesh Anand, University of Illinois at Urbana–Champaign

Background

Established in 1980, Pizza Station is located in the trendy downtown area of Salina, Pennsylvania. Situated within walking distance of Salina State College, the restaurant initially offered in-house dining and a variety of food items on its menu. However, as competition among local restaurants grew, Pizza Station’s staff decided to limit their offerings to delivery of pizzas in early 2001. Since then, they have developed a loyal following among customers who have come to expect quick and reliable delivery of good-quality pizza from the restaurant. Nevertheless, in the past two years, manager Tom Smith has noticed that ...

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