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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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Note on Managing the Growing Venture (Spanish version)
Hamermesh, Richard G.; Heskett, James L.; Roberts, Michael J.Case HBS-808S03EntrepreneurshipFocuses on the strategic and organizational challenges that confront growing enterprises and the entrepreneurs who lead them. Provides an overview of how a new venture needs to change as it passes from the initial start-up to the growth phase. Explores how a venture's leadership, strategy, and execution need to evolve to deal with rapid growth. A rewritten version of an earlier note.Starting at €8.20
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Fairfield Inn (A) (Spanish version)
Heskett, James L.; Ray, KennethCase HBS-616S02Service and Operations ManagementEl Fairfield Inn, un hotel económico de riesgo por el Marriott Corp., ha desarrollado un nuevo método para seleccionar y medir el rendimiento de su personal de hotel que se ajuste a la estrategia de la empresa. Debido a que se enfrenta a la necesidad de crecer rápidamente, han surgido dudas en cuanto a la posibilidad de ofrecer franquicias y en qué forma, teniendo en cuenta la necesidad de proteger su concepto único.Starting at €8.20
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Cinemex (Spanish version)
Heskett, James L.Case HBS-803S04Service and Operations ManagementLos fundadores de Cinemex, la mayor empresa capitalizada puesta en marcha de la historia mexicana, están debatiendo varias cuestiones relativas a las operaciones de su nueva cadena de salas de cine en la Ciudad de México. La primera se refiere a si algunos asientos deben dejarse sin vender para mejorar el servicio al cliente. La segunda implica límites a la publicidad que se muestran en cada presentación. Otros incluyen una posible inversión en u...Starting at €8.20
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Benetton (A) (Spanish version)
Heskett, James L.; Signorelli, SergioCase HBS-602S19Service and Operations ManagementThe world's largest manufacturer of woolen outerwear garments seeks to extend its retailing network to the United States from its base in Europe. A number of issues concerning marketing, manufacturing, and logistics strategy are raised by the proposed move along with specific questions about how the move should be managed. The case describes a well-thought-out, functionally integrated strategy for Europe in a way that allows assessment of its app...Starting at €8.20
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Banc One--1996 (Spanish Version)
Heskett, James L.; Thomas N. UrbanCase HBS-302S24Knowledge and CommunicationEn febrero de 1995, Banc One se enfrentó a la sustitución de la "Asociación Poco frecuentes", una estrategia operativa básica que había funcionado bien durante años. Liderazgo ahora tuvo problemas con los nuevos protocolos para las estrategias de operación de reemplazo.Starting at €8.20
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Professors Sven Larson and Kenneth Carpenter (B)
Heskett, James L.; Johannessen, Tor Askild AaseCase HBS-908409-EProfessor Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response.Starting at €5.74
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Professors Sven Larson and Kenneth Carpenter (D)
Heskett, James L.; Johannessen, Tor Askild AaseCase HBS-908411-EProf. Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response.Starting at €5.74
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Henry Kissinger: Negotiating Black Majority Rule in Rhodesia (A)
Sebenius, James K.; Green, Laurence A.Case HBS-918003-EIn 1976, a growing crisis in Southern Africa drew the attention of United States Secretary of State Henry A. Kissinger. White Rhodesian leader Ian Smith's refusal to accede to black majority rule threatened to widen into a regional conflict involving apartheid South Africa and newly independent leftist African states. Kissinger and others feared that the region was on the brink of becoming a new battleground in the Cold War. In light of these dev...Starting at €8.20
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Henry A. Kissinger as Negotiator: Background and Key Accomplishments (Spanish Version)
Sebenius, James K.; Green, Laurence A.Case HBS-918S14StrategyDespués de un breve resumen de la carrera de Henry A. Kissinger, este caso se describen tres de sus la mayoría de las negociaciones fundamentales: el establecimiento histórico de las relaciones diplomáticas de Estados Unidos con la República Popular de China, la relajación de las tensiones geopolíticas con la Unión Soviética, simbolizado por la firma de el primer Tratado de Limitación de armas estratégicas ( "SAL I"), y la mediación del acuerdo e...Starting at €8.20