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The Transit Point Experiment (Spanish version)
Collection: HBSP (USA)Ref.: HBS-615S09Published: Feb 22, 1990Reviewed: Aug 7, 2001Format: pdfPages: 20Language: Spanish - Book Chapter
If This Is a Service Economy, Why Am I Still on Hold: An Introduction to the Four Fundamental Principles of Service Excellence
Collection: HBSP (USA)Ref.: HBS-8921BC-EPublished: Feb 7, 2012Format: pdfPages: 15Language: English - Book Chapter
Now Multiply It All by Culture: Service Excellence as a Product of Organizational Design and Culture
Collection: HBSP (USA)Ref.: HBS-8930BC-EPublished: Feb 7, 2012Format: pdfPages: 33Language: English - Case
Seating Matters
Collection: San Telmo (España)Ref.: IIST-PI-203-E-EPublished: Mar 3, 2020Format: pdfPages: 10Language: English - Book Chapter
Truth Number 3: It's Not Your Employees' Fault--How to Design a Customer Service Model That Doesn't Depend on Heroes
Collection: HBSP (USA)Ref.: HBS-8924BC-EPublished: Feb 7, 2012Format: pdfPages: 34Language: English - Book Chapter
Getting Bigger: Customer Service Mastery--A Stepping-Stone to Business Growth
Collection: HBSP (USA)Ref.: HBS-8931BC-EPublished: Feb 7, 2012Format: pdfPages: 43Language: English - Case
Seating Matters 2020, Being lean and geniun in crisis Times
Collection: San Telmo (España)Ref.: IIST-PI-226-E-EPublished: Aug 30, 2022Format: pdfPages: 29Language: English - Case
Seating Matters
Collection: San Telmo (España)Ref.: IIST-PI-203Published: Mar 23, 2021Format: pdfPages: 10Language: Spanish - Case
2017-2018: La Transformación Lean de Seating Matters
Collection: San Telmo (España)Ref.: IIST-PI-204Published: Mar 23, 2021Format: pdfPages: 4Language: Spanish - Case
2017-2018: The Seating Matters Lean Transformation
Collection: San Telmo (España)Ref.: IIST-PI-204-E-EPublished: Mar 3, 2020Format: pdfPages: 5Language: English