HBSP (USA)
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Managing Employee Retention (Spanish version)
Frei, Frances X.; Campbell, DennisCase HBS-607S04Service and Operations ManagementUsed as part of the third module of a course on Managing Service Operations, which addresses how managers can inform their decisions with customer data (606-097). Provides a retailing context in which employee retention strategies are explored through analyzing detailed store-level data.Starting at €8.20
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Store24 (B): Service Quality and Employee Skills (Spanish Version)
Frei, Frances X.; Campbell, DennisCase HBS-614S06Service and Operations ManagementComplementa el caso (A).Starting at €5.74
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May 2002 (Spanish version)
Bhide, Amar V.; Campbell, Dennis; Stack, KristinCase HBS-119S26Accounting and ControlStarting at €8.20
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If This Is a Service Economy, Why Am I Still on Hold: An Introduction to the Four Fundamental Principles of Service Excellence
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8921BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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Now Multiply It All by Culture: Service Excellence as a Product of Organizational Design and Culture
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8930BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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TD Canada Trust (B): Linking the Service Model to the P&L
Campbell, Dennis; Kazan, BrentCase HBS-108043-EStarting at €5.74
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China Resources Corporation (A) and (B), Teaching Note
Campbell, DennisTeaching Note HBS-108074-EAccounting and ControlTeaching Note for [107013] and [107015].Starting at €0.00
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TD Canada Trust (A), (B), and (C), Teaching Note
Campbell, DennisTeaching Note HBS-108076-ETeaching Note for 108-005, 108-043, and 108-055.Starting at €0.00
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Shangri-La Hotels, Teaching Note
Campbell, DennisTeaching Note HBS-112090-EService and Operations ManagementTeaching Note for 108-006.Starting at €0.00
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Affinity Plus, Teaching Note
Campbell, DennisTeaching Note HBS-112091-EFinanceTeaching Note for 112091.Starting at €0.00