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IESE (España)
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Gestione las experiencias, no las esperas
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451Marketing, Service and Operations ManagementA los directivos les preocupa que sus clientes vean la espera como un engorro. Pero tal vez reducir el tiempo de espera no sea lo más conveniente, ya que los clientes no le dan tanta importancia. A partir de un estudio que aplica la psicología del comportamiento y los principios tradicionales del marketing a las operaciones, los autores proponen un nuevo modelo para ayudar a los negocios a gestionar la espera. Ofrecen seis ideas prácticas que mej...Starting at €8.20
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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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Retribución: Soluciones al rompecabezas
Bourne, Mike; Contreras, Ignacio; Edmans, Alex; Franco-Santos, Mónica; Gómez López-Egea, Sandalio; Marcos, Javier; Tosi, Henry L.Dossier DOS-7Finance, Leadership and People Management, StrategyEncajar todas las piezas del sistema de remuneraciones es posible. La solución pasa, en parte, por aprender de la crisis.Starting at €15.00
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Compensation: Solving the Pay Puzzle
Bourne, Mike; Contreras, Ignacio; Edmans, Alex; Franco-Santos, Mónica; Gómez López-Egea, Sandalio; Marcos, Javier; Tosi, Henry L.Dossier DOS-7-EFinance, Leadership and People Management, StrategyWith the litany of corporate failures still fresh in everyone's memory, we consider the theme of executive pay, which many blame for contributing to the crisis, and propose possible solutions to the compensation conundrum.Starting at €15.00
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El centro de llamadas de Linkality
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221Marketing, Service and Operations ManagementLinkality ocupa el octavo lugar en el ranking estadounidense de proveedores de servicios de Internet (ISP), con una base de aproximadamente 3 millones de usuarios. El caso se centra en la dirección del centro de llamadas de Linkality, donde tiene lugar aproximadamente el 85% de todos los contactos con los usuarios. Hal Paden, vicepresidente de operaciones, tiene como objetivo buscar formas de reducir los costes operativos y al mismo tiempo mejora...Starting at €8.20
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Don't Manage Waits, Manage Experiences
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451-EMarketing, Service and Operations ManagementManagers worry that their customers will perceive waiting as an annoyance, but simply reducing the wait time may not be the answer. Indeed, as the authors argue, that's an outdated solution less relevant for today's new breed of customer. Using research that blends behavioral psychology and traditional marketing principles with operations, the authors propose a new framework to help businesses make better decisions about wait management. They off...Starting at €8.20
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Equilibre su balance con retribución basada en deuda
Edmans, AlexArticle ART-1865FinanceCuando el negocio se tuerce, los directivos cuya remuneración consiste básicamente en instrumentos de capital, como acciones y opciones, suelen correr mayores riesgos en un intento desesperado de salvar sus empresas. Pero incluso si se consuma el desastre, salen mejor parados que los desafortunados titulares de obligaciones o bonos, que han de asumir la deuda resultante. Esta investigación, realizada junto a Qi Liu, de The Wharton School, es la p...Starting at €8.20
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Debt-Based Pay May Give Much-Needed Balance
Edmans, AlexArticle ART-1865-EFinanceWhen business takes a bad turn, managers whose compensation only ever contains equity-like instruments, such as stock and options, are often tempted to take bigger risks in a last-ditch attempt to salvage their firms. But even if their firms go down in flames, these managers usually emerge with fewer scars than those unfortunate bondholders saddled with the resulting debt. The litany of corporate failures in the United States and elsewhere remain...Starting at €8.20