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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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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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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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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Facelift at Olay (A) & (B), Teaching Note
Lal, Rajiv; Gupta, Sunil; Hull, OliviaTeaching Note HBS-521040-EService and Operations ManagementTeaching note to to 521011, 521002, and 521701.Starting at €0.00
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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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BigEast Bank: Credit Card Approval (Spanish Version)
Frei, Frances X.; Campbell, DennisCase HBS-610S07Service and Operations ManagementBigeast está considerando adoptar una visión centrada en relación a su proceso de aprobación de tarjetas de crédito. Esto cambiaría la práctica actual del banco de análisis de aplicaciones basadas en los méritos de un solo producto a una donde la relación existente entre el cliente está considerado en el proceso de aprobación.Starting at €8.20
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GuestFirst Hotel (A): Customer Loyalty (Spanish Version)
Frei, Frances X.; Campbell, DennisCase HBS-617S19Service and Operations ManagementSe usa como parte del tercer módulo de un curso de Operaciones de Servicio de gestión, que se ocupa de cómo los administradores pueden informar a sus decisiones con los datos del cliente (606-097). Proporciona un contexto hotel en el que explorar la relación entre la lealtad del cliente y rendimiento financiero, utilizando cuatro años de datos del hotel. Desafía a los estudiantes a encontrar la medida de la relación entre la lealtad y el rendimie...Starting at €8.20