Description: Online merchant KlearGear.com fined a customer $3,500 for posting a critical review about the company’s customer service.

Source: CNNMoney.com – video report

Date: Nov 29, 2013

Link: http://money.cnn.com/video/news/2013/11/29/fined-for-bad-online-review.cnnmoney/index.html

Questions for Discussions:

• What are arguments for and against management applying this policy?
• Is the publicity surrounding this story likely to hurt sales at the firm or change customer behaviors?