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Putting the Service-Profit Chain to Work (HBR Classic) (Spanish version)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807LService and Operations Managementinvestment in people, technology that supports frontline workers, revamped recruiting and training practices, and compensation linked to performance. They also express a vision of leadership in somewhat unconventional terms, referring to an organization's "patina of spirituality" and the "importance of the mundane." In this article, Heskett, Jones, Loveman, Sasser, and Schlesinger take a close look at the links in the service-profit chain, which...Starting at €8.20
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Coopers & Lybrand in Hungary (B) (Spanish version)
Loveman, Gary W.; Hallowell, RogerCase HBS-620S03Service and Operations ManagementCoopers & Lybrand open an office in Hungary.Starting at €5.74
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Connecting Taxis and Passengers in South America (Spanish version)
Coles, Peter A.; Edelman, BenjaminCase HBS-915S10EntrepreneurshipSaferTaxi, a taxi booking service in South America must develop its mobilization strategy; that is, it must attract enough passengers and drivers to make its service worthwhile for all. Drivers hesitate to pay for SaferTaxi's smartphones and service unless these will deliver passenger bookings -- and passengers have no reason to sign up unless drivers are available. Meanwhile, regulators question the permissibility of online taxi booking in light...Starting at €8.20
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Consumer Payment Systems - United States
Edelman, Benjamin; Hagiu, AndreiCase HBS-909006-EStrategyIn 2008, the US consumer payments landscape was characterized by the ongoing prevalence of credit and debit card networks, the decline of checks, the rise of stored value cards, and the growth of new payment methods such as PayPal, Bill Me Later and decoupled debit. This case presents the structure of these payment methods, focusing on incentives for both consumers and merchants, including direct costs, efficiency benefits, rebates, and treatment...Starting at €8.20
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Consumer Payment Systems - Japan
Edelman, Benjamin; Hagiu, AndreiCase HBS-909007-EStrategyIn 2008, the Japanese consumer payments landscape featured ongoing widespread use of cash, limited use of credit cards and rapid rise of e-money systems based on contactless technology embedded in cards and especially mobile phones. The case details the alliances that created new products, as well as the regulations that sometimes stood in the way. Throughout, the case identifies incentives for both consumers and merchants, including direct costs...Starting at €8.20
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Ad Classification at Right Media, Teaching Note
Edelman, BenjaminTeaching Note HBS-909037-ETeaching Note for 909032.Starting at €0.00
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Windows Vista
Edelman, BenjaminCase HBS-909038-EService and Operations ManagementMicrosoft designs, modifies, publicizes, and distributes Windows Vista -- against a backdrop of consumers already largely satisfied with their existing Windows XP systems. Microsoft must decide what features to include and what to drop, how to compete with its own installed base, and how to mobilize partners to offer Vista-compatible systems.Starting at €8.20
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Distribution at American Airlines (A) - (D), Teaching Note
Edelman, BenjaminTeaching Note HBS-909059-ETeaching Note for 909035, 909036, 913034, and 913035.Starting at €0.00
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Personal Rapid Transport at Vectus, Ltd.
Edelman, BenjaminCase HBS-910010-EPersonal Rapid Transport (PRT) vehicles - often called "driverless taxis" - sought to combine the best characteristics of cars, taxis, and trains, while adding features unavailable in any existing transportation system. Like cars and taxis, PRT vehicles carried small groups - often just a single passenger - with no need to wait for a shared vehicle to arrive or for others to board. Yet PRT followed train systems in using an exclusive right of way...Starting at €8.20
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Personal Rapid Transport at Vectus, Ltd., Teaching Note
Edelman, BenjaminTeaching Note HBS-910024-ETeaching Note for [910010].Starting at €0.00