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Marriott International: The Next 90 Years, Teaching Note
Farronato, ChiaraTeaching Note HBS-620131-EService and Operations ManagementTeaching note for case 618017.Starting at €0.00
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Comparing Two Groups: Sampling and t-Testing
Bojinov, Iavor; Farronato, Chiara; Grushka-Cockayne, Yael; Shih, Willy; Toffel, Michael W.Case HBS-621044-EService and Operations ManagementThis note describes sampling and t-tests, two fundamental statistical concepts.Starting at €8.20
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Nuevas herramientas para medir la calidad de servicio
Parasuraman, A.Article ART-2384Information Technologies, Service and Operations ManagementTreinta años después de la invención del archiconocido modelo de medición de la calidad de servicio Servqual, uno de sus creadores revisita esta herramienta. El creciente protagonismo de la tecnología y el auge de las compras en Internet hacían necesario adaptarla a la experiencia online. En concreto, se propone medir la eficiencia y calidad del proceso de visita, adquisición y entrega que ofrecen las webs para mejorar el servicio. El resultado e...Starting at €8.20
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The Rise of the Customer Centric Firm
Fader, Peter; Villanueva Galobart, Julián; Parasuraman, A.Dossier DOS-17-EMarketing, Service and Operations Management, StrategyTraditional marketing is not enough: Follow these strategies for putting your customers front and center.Starting at €15.00
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Innovation at Uber: The Launch of Express POOL
Farronato, Chiara; MacCormack, Alan; Mehta, SarahCase HBS-619003-EService and Operations ManagementSet in March 2018, the case follows ride-sharing company Uber as it develops and launches a new product called Express POOL. This product offers a reduced price to riders willing to carpool, walk a short distance to/from their pick-up and drop-off points, and wait a few minutes before being matched to a driver. Two weeks after the launch of Express POOL in six U.S. cities, Uber's product managers discover that if riders are made to wait five minu...Starting at €8.20
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Lexoo: Building a Long-Lasting Platform
Farronato, Chiara; Corsi, ElenaCase HBS-619019-EService and Operations ManagementLexoo, a UK-based online marketplace for legal services, was facing the strategic choice of how to grow from early start-up to mature platform. Daniel van Binsbergen, Lexoo's CEO, and web developer Chris O'Sullivan, CTO, had set up Lexoo to help Small and Medium-Sized Enterprises (SMEs) to find legal advice at low prices. At the time of the case in 2018, Lexoo had just started attracting larger companies in need of specialized legal advice as new...Starting at €8.20
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Finding Service Gaps in the Age of e-Commerce
Parasuraman, A.Article ART-2384-EInformation Technologies, Service and Operations ManagementThirty years after developing the well-known SERVQUAL scale, the author revisits the original framework in light of the growing role of technology in service delivery. As more and more people turn to the Internet to purchase goods and services, he and his colleagues have recognized the need to adapt the SERVQUAL framework to the realities of the online experience; specifically, to measure the extent to which a website facilitates efficient and ef...Starting at €8.20
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Rapid-Fire Fulfillment (Spanish version)
Ferdows, Kasra; Lewis, Michael A.; MacHuca, Jose A.D.Article HBS-R0411GService and Operations ManagementWould you send a half-empty truck across Europe or pay to airfreight coats to Japan twice a week? Would you move unsold items out of your shop after only two weeks? Would you run your factories just during the day shift? Is this any way to run an efficient supply chain? For Español clothier Zara it is. Not that any one of these tactics is especially effective in itself. Rather, they stem from a holistic approach to supply chain management that op...Starting at €8.20
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Marriott International: The Next 90 Years
Farronato, Chiara; Pisano, Gary P.Case HBS-618017-EService and Operations ManagementThe Inside the Case video that accompanies this case includes teaching tips and insight from the author (available to registered educators only). The case examines how Marriott should respond to the potential threats from new home-sharing platforms and the rise of on-line travel agencies. In 2017 Marriott was the largest hotel chain, with more than one million rooms and 7% of worldwide room supply. In the previous decade the growing ubiquity of ...Starting at €8.20
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Cómo orientar la estrategia al cliente
Fader, Peter; Villanueva Galobart, Julián; Parasuraman, A.Dossier DOS-17Marketing, Service and Operations Management, StrategyLos clientes ya han tomado el poder. ¿Qué debe hacer la empresa para gestionarlos?Starting at €15.00