IESE (España)
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Gestione las experiencias, no las esperas
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451Marketing, Service and Operations ManagementA los directivos les preocupa que sus clientes vean la espera como un engorro. Pero tal vez reducir el tiempo de espera no sea lo más conveniente, ya que los clientes no le dan tanta importancia. A partir de un estudio que aplica la psicología del comportamiento y los principios tradicionales del marketing a las operaciones, los autores proponen un nuevo modelo para ayudar a los negocios a gestionar la espera. Ofrecen seis ideas prácticas que mej...Starting at €8.20
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Compitiendo por el sector de la prensa gratuita en España: Metro frente a Qué
Vives L.; Valor Sabatier, JosepCase SI-149Knowledge and CommunicationEn los últimos años, el periódico Metro ha desarrollado con éxito su posición como uno de los más importantes de España, y al mismo tiempo, disfruta de una expansión que comprende dieciséis países de todo el mundo. El nuevo modelo de negocio, sostenido completamente por ingresos publicitarios, y una expansión a un ritmo acelerado, pueden, al menos parcialmente, explicar este éxito. Sin embargo, en este momento Metro tiene que defender su posició...Starting at €8.20
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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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Competing for the Free Newspaper Industry in Spain: Metro vs Qué
Vives L.; Valor Sabatier, JosepCase SI-149-EKnowledge and CommunicationIn the last few years, Metro News has successfully developed a position as one of the most important newspapers in Spain, at the same time enjoying an expansion into 16 countries all over the world. A new business model, sustained entirely by publicity revenues, and a fast paced expansion can, at least partially, explain this success. However, at the present moment Metro has to defend its positioning vs. the traditional press groups and other new...Starting at €8.20
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The Internationalization of Metro News: Or How Free Newspapers are Trying to Conquer the World
Vives L.; Valor Sabatier, JosepCase DG-1488-EEntrepreneurship, Innovation and ChangeSince its first launch in Sweden, in 1995, Metro News has developed a global footprint that covers Metro was 67 cities with 45 editions distributed in 17 countries. The concept behind is simple but has proven to be very powerful: a free newspaper distributed through the urban transit system. This case disentangles the critical steps in the process of internationalization of Metro.Starting at €8.20
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Don't Manage Waits, Manage Experiences
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451-EMarketing, Service and Operations ManagementManagers worry that their customers will perceive waiting as an annoyance, but simply reducing the wait time may not be the answer. Indeed, as the authors argue, that's an outdated solution less relevant for today's new breed of customer. Using research that blends behavioral psychology and traditional marketing principles with operations, the authors propose a new framework to help businesses make better decisions about wait management. They off...Starting at €8.20
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Competing for the Free Newspaper Industry in Spain: Metro vs Qué - Teaching Note
Valor Sabatier, Josep; Vives L.Teaching Note SIT-10-EKnowledge and CommunicationThis Teaching Note refers to a case that focuses on Spain, where Recoletos is planning to launch a new free newspaper.Starting at €0.00
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El centro de llamadas de Linkality
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221Marketing, Service and Operations ManagementLinkality ocupa el octavo lugar en el ranking estadounidense de proveedores de servicios de Internet (ISP), con una base de aproximadamente 3 millones de usuarios. El caso se centra en la dirección del centro de llamadas de Linkality, donde tiene lugar aproximadamente el 85% de todos los contactos con los usuarios. Hal Paden, vicepresidente de operaciones, tiene como objetivo buscar formas de reducir los costes operativos y al mismo tiempo mejora...Starting at €8.20
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Compitiendo por el sector de la prensa gratuita en España: Metro frente a Qué - Nota del instructor
Valor Sabatier, Josep; Vives L.Teaching Note SIT-10Knowledge and CommunicationEsta nota de instructor complementa a un caso centrado en España, donde Recoletos tiene la intención de lanzar un nuevo periódico gratuito.Starting at €0.00