商品敘述：

Benjy''s, an electronics and appliance retailer, is losing business because of ""showrooming"": Customers come into the chain''s stores to see, touch, and compare products but then buy at a lower cost from online competitors. Does the company''s answer lie in matching online prices, trying to thwart price comparisons, improving customer service, offering exclusive products, charging manufacturers a fee for showcasing their products, or something else? Expert commentary comes from Roberto Leao, a finance executive for a global retail organization, and Steve Conine, chief technology officer of Wayfair, on online retailer. This HBR Case Study includes both the case and the commentary. For teaching purposes, this reprint is also available in two other versions: case study-only, reprint R1509X, and commentary-only, R1509Z.

涵蓋領域：

Competitive strategy;Customer experience;Customer relationship management;Customer retention;Customer service;Disruptive innovation;Mobile and wireless technology;Pricing strategy

相關資料：

, (HPT013), 9p, by Harvard Business Review;
, (HTN013), 11p, by Harvard Business Review

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