Case | HBS Case Collection | October 2010

Dubai Duty Free

by Rajiv Lal and David Kiron


In mid-February 2009, Dubai Duty Free Managing Director Colm McLoughlin received the January sales report. He left the report lying on his desk unopened and went to walk around the shops as he did every morning. When he returned, he sat down at his desk, looked at the cover of the report, then called his wife, Breeda, to confirm that they were hosting a dinner party that weekend for some friends from Ireland who were in town for a golf tournament Dubai Duty Free was supporting.

Keywords: Customer Focus and Relationships; Marketing Strategy; Emerging Markets; Value Creation; Retail Industry; Dubai;


Lal, Rajiv, and David Kiron. "Dubai Duty Free." Harvard Business School Case 511-034, October 2010.