Question: Upscale Markets: Value Creation in a Mature Industry Case Study 1. What is the value proposition to the customer of web-based shopping? How does it

"Upscale Markets: Value Creation in a Mature Industry" Case Study

1. What is the value proposition to the customer of web-based shopping? How does it compare to the other innovations in customer service that Cantera mentions at the end of the case

2. What new capabilities do the following innovations bring to customer service in the grocery industry?

a. Scanner data

b. Loyalty card data

c. Web Shopping

3. What would you do if you were Ives? Should Upscale Markets implement online grocery shopping in the Dallas, TX market? How Similar or different should it be from the Rice Epicurean initiative in Houston, TX?

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