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Mejora de la satisfacción interna - Ejercicio
Huete, Luis MaríaExercise PE-47Service and Operations ManagementA través de la lectura y análisis de una parte del caso de los Hoteles Riu, este ejercicio pretende hacer descubrir modos y fórmulas para que el resto de los empleados de la empresa, estén satisfechos de los servicios internos que les prestan los departamentos centrales y puedan reflejar esta satisfacción en su contacto con los clientes.Starting at €8.20
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Baidu, Alibaba, and Tencent: The Three Kingdoms of the Chinese Internet
Zhu, Feng; Smith, AaronCase HBS-615039-EService and Operations ManagementThis note provides an overview of the Chinese Internet by describing its leading three companies: Baidu, Alibaba, and Tencent (BAT). While BAT had previously focused their respective businesses on distinct sectors of the online economy-Baidu for search, Alibaba for e-commerce, and Tencent for games and instant messaging-the proliferation of mobile devices in China introduced new territory to be conquered. By the end of 2014, BAT had each made a s...Starting at €8.20
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SF Express: From Delivery to E-Commerce
Zhu, Feng; Lane, DavidCase HBS-616003-EService and Operations ManagementShunfeng Express (SF), China's leading express delivery firm, in May 2014 opened the first 500 of several thousand Heike stores, which allowed consumers to buy and try out SF's own e-commerce offerings, in addition to other services. As an example of China's "online-to-offline" trend in e-commerce, Heike stores allowed SF to leverage its logistics and IT expertise to differentiate itself from its rivals in express delivery. As yet unclear was whe...Starting at €8.20
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SF Express: From Delivery to E-Commerce, Teaching Note
Zhu, FengTeaching Note HBS-616018-EService and Operations ManagementTeaching note for case 616003.Starting at €0.00
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Making Virtual Reality Real
Zhu, Feng; Mehta, Sarah; Lane, DavidCase HBS-617013-EService and Operations ManagementThis note describes virtual reality and augmented reality technologies, and describes the main consumer products on offer in 2016 and their manufacturers. It also surveys existing applications of virtual and augment reality technologies.Starting at €8.20
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edaixi (eWash): Digital Transformation of Laundry Services (A) and (B), Teaching Note
Zhu, FengTeaching Note HBS-620087-EService and Operations ManagementTeaching note for cases 617034 and 617038.Starting at €0.00
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Factors that determine the quality of service given by businesses
Huete, Luis MaríaTechnical Note PN-355-EService and Operations ManagementStarting at €8.20
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La experiencia de la marca: Los clientes han de sentir y vivir la marca
Huete, Luis MaríaTechnical Note PN-449Service and Operations ManagementEn este documento se recogen diez claves para gestionar la marca desde la perspectiva de la experiencia del cliente en la entrega del servicio.Starting at €8.20
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Contrato de intangibles - Ejercicio
Huete, Luis MaríaExercise PE-48Service and Operations ManagementTomando como referencia el ejemplo de la empresa Multiasistencia, este ejercicio permite reflexionar y descubrir compromisos mutuos, que tanto la empresa como los empleados pueden asumir más allá de los habituales (horas de trabajo/sueldo). Por ejemplo: expectativas profesionales + promoción interna + información + participación en decisiones / asumir los valores de la empresa + trato al cliente + espíritu de colaboración.Starting at €8.20
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NH Hotels
Babé, G.; García, J.; Huete, Luis MaríaCase P-772-EService and Operations ManagementStarting at €8.20