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IESE (España)
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Understand Your Network and Let Knowledge Flow
Tortoriello, MarcoArticle ART-2274-EInnovation and Change, Knowledge and CommunicationCompanies communicate and operate across vast social and geographical spaces. The way that valuable knowledge is shared and transferred across these spaces is essential for creating and sustaining a healthy culture of innovation. To facilitate this, managers must look beyond formal organizational structures to the informal networks of ties and relationships that employees form across functions and divisions. Through his research, IESE Prof. Marco...Starting at €8.20
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Visualizing Your Social Network
Ferraro, Fabrizio; Tortoriello, MarcoTechnical Note SMN-687-EStrategyThe technical note provides different options for visualizing one's social network. Drawing a picture of your social network, and of the broader social network in your company, might help you go beyond a simplistic view of what your contacts are (Who do you know?) and think about how the people in your company are connected to each other (your indirect contacts).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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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
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El poder de las relaciones informales para innovar
Tortoriello, MarcoArticle ART-2274Innovation and Change, Knowledge and CommunicationMás allá de las estructuras formales de la organización, los empleados establecen vínculos que los directivos no deberían pasar por alto. El intercambio de conocimiento que se produce entre ellos a través de los espacios geográficos y sociales de las empresas es esencial para la innovación. Partiendo de su investigación, el profesor del IESE Marco Tortoriello propone varias estrategias para potenciar estas redes informales. El primer paso es iden...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