HBSP (USA)
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El caso HBR: la venganza de los clientes
Ariely, Dan; Farmer, Tom; Bennett, Nate; Martin, Chris; Fein, Nancy; Libai, BarakArticle HBS-R0712AMarketingVenerable Detroit fabricante de automóviles Atida Motors cuenta con un nuevo centro de llamadas en Bangalore que la compañía espera aumentar su reputación de servicio al cliente. Pero no parece estar haciéndolo todavía. Las quejas sobre el Andromeda XL - la cadera nuevo modelo Atida esperanzas capturarán la imaginación de Wall Street - están inundando el centro de llamadas. retrasos de llamadas están construyendo, y cartas de reclamación se acumu...Starting at €8.20
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The End of Rational Economics (Spanish version)
Ariely, DanArticle HBS-R0907HLeadership and People ManagementStandard economic theory assumes that human beings are capable of making rational decisions and that markets and institutions, in the aggregate, are healthily self-regulating. But the global economic crisis, argues Ariely, has shattered these two articles of faith and forced us to confront our false assumptions about the way markets, companies, and people work. So where do corporate managers - who are schooled in rational assumptions but run mess...Starting at €8.20
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The HBR Agenda 2011 (Spanish version)
Ariely, Dan; Brown, Tim; Cappelli, Peter; Davenport, Thomas H.; Duflo, Esther; Fernández-Aráoz, Claudio; Govindarajan, Vijay; Gratton, Lynda; Hackman, J. Richard; Ibarra, Herminia; Kedrosky, Paul; Lafley, A.G.; Li, Charlene; Ma, Jack; Manzoni, Jean-Francois; Pink, Daniel H.; Porter, Michael E.; Schein, Edgar H.; Schmidt, Eric; Schwab, Klaus; Shirky, Clay; Stiglitz, Joseph E.; Sutton, Robert I.; Tyson, LaArticle HBS-R1101BKnowledge and CommunicationJoseph E. Stiglitz will be crafting a new postcrisis paradigm for macroeconomics whereby rational individuals interact with imperfect and asymmetric information. Herminia Ibarra will be looking for hard evidence of how "soft" leadership creates value. Eric Schmidt will be planning to scale mobile technology by developing fast networks and providing low-cost smartphones in the poorest parts of the world. Michael Porter will be using modern cost a...Starting at €8.20
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Innovation at Progressive (B): Homeowners Insurance (Spanish Version)
Frei, Frances X.; Rodriguez-Farrar, HannaCase HBS-608S05Service and Operations ManagementAnaliza si progresivo, estrictamente una compañía de seguros de automóviles, debe entrar en el mercado de seguros del dueño de la casa. La decisión fundamental es si las competencias que hicieron progresiva a tener éxito en la industria de seguros de automóviles se puede traducir en la industria de seguros del dueño de la casa.Starting at €5.74
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The Long-Term Effects of Short-Term Emotions (Spanish version)
Ariely, DanArticle HBS-F1001HLeadership and People ManagementIf emotional decisions guide later rational moments, well, then we're not terribly sophisticated decision makers, are we?Starting at €8.20
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Customers' Revenge (HBR Case Study and Commentary)
Ariely, Dan; Farmer, Tom; Bennett, Nate; Martin, Chris; Fein, Nancy; Libai, BarakArticle HBS-R0712A-EMarketingVenerable Detroit automaker Atida Motors has a new call center in Bangalore that the company hopes will raise its reputation for customer service. But it doesn't appear to be doing so yet. Complaints about the Andromeda XL--the hip new model Atida hopes will capture the imagination of Wall Street--are flooding the call center. Call backlogs are building, and letters of complaint are piling up. One loyal Atida customer is so upset about getting th...Starting at €8.20
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The Long-Term Effects of Short-Term Emotions
Ariely, DanArticle HBS-F1001H-ELeadership and People ManagementIf emotional decisions guide later rational moments, well, then we're not terribly sophisticated decision makers, are we?Starting at €8.20
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What Was the Question
Ariely, DanArticle HBS-F1109E-ELeadership and People ManagementBehavioral economists know that because people struggle to think about money and risk in a systematic way, they may make irrational, counterproductive financial decisions for themselves and their organizations. The world of personal financial advice provides an example: Most people estimate that they'll need 75% of their current salary in retirement-because that's the benchmark they've heard from financial advisers. But when they describe how the...Starting at €8.20
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Pay-As-You-Go Insurance (Spanish version)
Frei, Frances X.; Rodriguez-Farrar, HannaCase HBS-607S01Used as part of the second module of a course on Managing Service Operations, which addresses the design of sustainable service models (606-031). Consumer auto insurance is a price-sensitive industry in which customers rarely pay a premium to a provider even for additional service features. Progressive spends more on additional service features than its competitors do; consumers don't pay extra for these features, yet the company makes money on a...Starting at €8.20
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Gateway: Moving Beyond the Box (Spanish Version)
Frei, Frances X.; Moon, Youngme; Rodriguez-Farrar, HannaCase HBS-607S19Service and Operations ManagementSe usa como parte del primer módulo de un curso de Operaciones de Servicio de gestión, que las direcciones de la gestión de la función operativa de los clientes (606 a 032). Gateway ha abierto tiendas al por menor para diferenciarse de sus competidores (por ejemplo, Dell). Describe cómo la empresa ha creado una excelente experiencia de servicio, pero ha tenido problemas financieros como resultado.Starting at €8.20