For decades Kinko forged deep emotional connection with consumers by easing their anxiety and help them in solving the pressing problems of processing. By 2003, however, consumer research showed that retail confusing experience blew part of this goodwill. The task is to increase the revenues in this segment and the company as a whole, CEO and president of Kinko faced an important decision: Should he radically reform the retail business, or he must reallocate resources in a healthy business Kinko, "harvesting" the retail business for a short-term profit ?
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by Gail McGovern Source: Harvard Business School 23 pages. Publication Date: 05 Oct 2005. Prod. #: 506024-PDF-ENG
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