HBSP (USA)
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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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A Brief History of the U.S. Tobacco Industry Controversy
Sucher, Sandra J.; McGee, Henry W.Case HBS-613044-EThis history of the U.S. tobacco controversy is a reading for a class on "The Insider," a film about whistleblowing in the U.S. tobacco industry, taught in the course, The Moral Leader.Starting at €8.20
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Hulu: Redefining the Way People Experience TV, Teaching Plan
McGee, Henry W.; Snively, ChristineTeaching Note HBS-318074-ETeaching Plan for case 318002.Starting at €0.00
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AMC Entertainment: Creating a Spectacular Moviegoing Experience (A), Teaching Plan
McGee, Henry W.; Sesia, AldoTeaching Note HBS-320031-EStrategyTeaching plan for case 319024.Starting at €0.00
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The Black List, Teaching Plan
McGee, Henry W.; McAra, SarahTeaching Note HBS-317087-EEntrepreneurshipTeaching plan supplement to 317027.Starting at €0.00
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Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You, 1. It's Not About You
Frei, Frances X.; Morriss, AnneBook Chapter HBS-1116BC-EFrances Frei and Anne Morriss offer a different worldview on leadership. They argue that popular leadership advice glosses over the most important thing you do as a leader: build others up. Leadership isn't about you. It's about how effective you are at eStarting at €8.20
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Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You, 3. Love
Frei, Frances X.; Morriss, AnneBook Chapter HBS-1118BC-EFrances Frei and Anne Morriss offer a different worldview on leadership. They argue that popular leadership advice glosses over the most important thing you do as a leader: build others up. Leadership isn't about you. It's about how effective you are at eStarting at €8.20
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Shonda Rhimes' ShondaLand
Elberse, Anita; McGee, Henry W.Case HBS-516026-EMarketingIn January 2015, superstar television creator Shonda Rhimes, whose production company ShondaLand dominates American television's most competitive and lucrative night with three shows in primetime on network ABC's Thursday night, is plotting the future. One challenge she faces is to, as she put it, "solve the problem of writing and producing serialized dramas for broadcast network television." What changes could she propose to ABC to make the crea...Starting at €8.20
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Stop Holding Yourself Back
Morriss, Anne; Ely, Robin J.; Frei, Frances X.Article HBS-R1101P-ELeadership and People ManagementPeople overemphasize personal goals, protect their public image, turn their competitors into two-dimensional enemies, go it alone instead of soliciting support and advice, and wait for permission to lead. Troy, a customer service manager, endangered his job and his company's reputation by focusing on protecting his position, not helping his team; when a trusted friend advised him to change his behavior, the results were striking. Anita's insiste...Starting at €8.20