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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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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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Quality Improvement Customers Didn't Want (HBR Case Study and Commentary)
Iacobucci, Dawn; Jones, Thomas O.; Bitner, Mary Jane; Bitner, Mary Jo; Hanselman, Eric; Swan, Christopher A.; Swartz, Teresa A.; Capatosto, TerriArticle HBS-96106-EService and Operations ManagementIs investing in new technology always the right choice for a company and its customers? Allan Moulter, the CEO of Quality Care, isn't sure he wants to invest in the computerized reception system that consultant Jack Zadow has outlined for him. But in this HBR case study, the argument Zadow makes is impossible to ignore. Quality Care's rivals have invested in similar systems or are planning to do so. The new system promises to take care of routine...Starting at €8.20
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Ritz-Carlton: Utilización de los sistemas de información para ofrecer un mejor servicio al cliente
Sasser, W. Earl, Jr.; Jones, Thomas O.; Klein, NormanCase HBS-302S29Service and Operations ManagementExplora la interfaz de un sistema de información que realiza un seguimiento de los clientes y sus preferencias, y los sistemas de las personas que ofrecen múltiples servicios en los hoteles Ritz-Carlton. credo servicio único de la cadena de hoteles de lujo y el compromiso con los principios de calidad se discuten, así como la atención a la contratación y formación. En el corazón de la caja es el compromiso Ritz-Carlton a servir al cliente....Starting at €8.20