Search results
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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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Taco Bell Corp. (Spanish Version)
Schlesinger, Leonard A.; Hallowell, RogerCase HBS-602S03Service and Operations ManagementJohn Martin, director general de Taco Bell, trae a la compañía en línea con sus competidores a través de un cambio gradual durante la década de 1980. A principios de 1990, que adopta enfoques innovadores para mejorar los niveles de servicio al tiempo que reduce los precios, proporcionando una clara ventaja competitiva. Ilustra el poder del pensamiento innovador en una industria de servicios y demuestra la importancia de un enfoque coordinado y ho...Starting at €8.20
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Putting the Service-Profit Chain to Work (HBR Classic)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807L-EService and Operations ManagementThis article was originally published in March-April 1994 and was republished in July-August 2008 as an HBR Classic. This article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. In exemplary service organizations, executives understand that they need to put customers and frontline workers at the center of their focus. Thos...Starting at €8.20
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SmileDirectClub: Better is Better
Schlesinger, Leonard A.; Sesia, AldoCase HBS-320016-EStrategyStarting at €8.20
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The RealReal Inc.: Fashion Fad or Long-Term Investment
Shernaz Bodhanwala; Ruzbeh BodhanwalaCase IVEY-9B20N035-EEntrepreneurship, Finance, StrategyThe RealReal Inc. (Real), a San Francisco, California-based start-up engaged in the trade of used luxury goods, experienced significant growth in its revenue and customer base in fiscal year (FY) 2018, but it was yet to turn profitable after nine years inStarting at €8.20
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Gain Sharing at Star Cablevision Group (Spanish Version)
Schlesinger, Leonard A.; Greene Flaherty, SarahCase HBS-603S14Service and Operations ManagementDescribe el experimento de la estrella con el uso compartido de ganancia durante un período de tres años. Antecedentes de la industria y de la historia de la compañía se proporcionan para establecer el contexto para el cambio a la remuneración basada en el rendimiento. Describe los tres diferentes programas de intercambio, el aumento de los pagos resultantes, y el impacto de la organización.Starting at €8.20
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Turing Pharmaceuticals: The Ethics of Drug Pricing - Teaching Note
Shernaz Bodhanwala; Aakash BothraTeaching Note IVEY-8B17M167-EStrategyTeaching note for product 9B17M167.Starting at €0.00
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The Priceline Group: Booking a Place for the Future
Schlesinger, Leonard A.; Pathipati, AnishCase HBS-316177-EService and Operations ManagementThe Chairman of the Priceline Group is considering the actions he must take to confront an evolving external environment, new direct competition, disintermediation and substitute offerings. Does his response require an increased coordination of each historically autonomous division or some other approach?Starting at €8.20
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Goldman Sachs: The 10,000 Small Businesses Program
Schlesinger, Leonard A.; Sesia, AldoCase HBS-319005-EStrategyThe case takes students through the creation and evolution of Goldman Sachs 10,000 Small Businesses Program - a public and private partnership to provide education, a network of support and capital to small businesses across the U.S.Starting at €8.20
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Tata Motors: The Dividend Dilemma
Shernaz Bodhanwala; Ruzbeh BodhanwalaCase IVEY-W30443-EFinance, StrategyTata Motors Limited (Tata Motors), an Indian automobile major with a consolidated annual turnover of more than ₹2,497 billion in fiscal year (FY) 2021, was struggling to turn profitable and reinstate dividend payments to its investors. The case discusses the dividend policy of Tata Motors, comparing it with the dividend policies of the company’s peers and examining its relevance to the investor community at large. With Tata Motors’ long history a...Starting at €8.20