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IESE (España)
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Managing Queues in Bank Branches: BBVA Case (A) (Chinese Version)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1133-ZHService and Operations ManagementIn 2012, BBVA, one of the world's leading banks, is considering how to improve the operations of its bank branches in an effort to improve customer service while reducing costs - all while taking into account that it is a channel for which a more commercial approach is now desirable.Starting at €8.20
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Diablesa (A) (Portuguese Version, Brazil)
Tàpies Lloret, JosepCase F-346-PBFinanceStarting at €8.20
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El vínculo emocional marca la diferencia
Tàpies Lloret, Josep; Ceja, LucíaArticle ART-2386Leadership and People Management, StrategyLos lazos emocionales pueden suponer una ventaja competitiva para las empresas. Para comprobar cómo inciden en el funcionamiento de las firmas familiares, los autores realizaron un estudio cualitativo que profundizó en los elementos que potencian o socavan el vínculo de los miembros de la siguiente generación con la empresa. Los resultados evidencian que factores como las experiencias compartidas con otros miembros de la empresa familiar, una ade...Starting at €8.20
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Tips to Foster Ownership in Your Organization
Tàpies Lloret, Josep; Ceja, LucíaArticle ART-2386-ELeadership and People Management, StrategyPsychological ownership -- strong emotional ties and a shared sense of mission and purpose that cause workers to identify closely with their business -- can give companies a competitive advantage, if they understand the roots of such feelings and how to develop them. To see how this phenomenon affects the performance of family businesses, the authors conducted a qualitative study of various family-owned firms of different sizes, stages and sector...Starting at €8.20
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Managing Queues in Bank Branches: BBVA Case (A)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1133-EService and Operations ManagementIn 2012, BBVA, one of the world's leading banks, is considering how to improve the operations of its bank branches in an effort to improve customer service while reducing costs - all while taking into account that it is a channel for which a more commercial approach is now desirable.Starting at €8.20
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Gestión de las colas en las oficinas bancarias: caso BBVA (B)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1134Service and Operations ManagementLa parte (B) del caso presenta dos problemáticas concretas que permiten la aplicación de las pertinentes herramientas de análisis. En primer lugar, se trata de analizar el impacto en las esperas de los clientes de la ausencia temporal de empleados, y, en segundo lugar, de comparar el servicio ofrecido por empelados experimentados o principiantes.Starting at €5.74
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In Search of the Secrets to Longevity
Tàpies Lloret, JosepArticle ART-1868-EBusiness Ethics and Corporate Social Responsibility, StrategyResearch contradicts two clichés regarding the size and longevity of family firms. An ambitious study of Spanish companies underscores that these businesses are neither as young nor as small as is often supposed. So, what are the secrets to their success? Do profitable, long-lasting businesses share a distinct set of values? Comparing the Spanish data with that of similar studies done in other countries, the author finds that family businesses do...Starting at €8.20
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Diablesa (B) (Portuguese Version, Brazil)
Tàpies Lloret, JosepCase F-347-PBFinanceStarting at €5.74
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Managing Queues in Bank Branches: BBVA Case (B) (Chinese Version)
Flores Alonso, Juan Enrique; Chinchetru, Iker; Moscoso, PhilipCase P-1134-ZHService and Operations ManagementPart (B) of the case presents two specific problems which allow for the application of relevant tools for analysis. The first aim is to analyze the impact of temporary employee absences on customer waiting times and the second is to compare the service offered by experienced cashiers vs. beginners.Starting at €5.74
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En busca del secreto de la longevidad empresarial
Tàpies Lloret, JosepArticle ART-1868Business Ethics and Corporate Social Responsibility, StrategyLas pruebas empíricas desmienten dos grandes tópicos sobre el tamaño y la longevidad de las empresas familiares. Un ambicioso estudio sobre el tejido empresarial español pone de manifiesto que las empresas familiares no son ni tan jóvenes ni tan pequeñas como a menudo se presupone. Pero, ¿cuáles son las claves de su éxito? ¿Tienen algo que ver sus valores y maneras de hacer? ¿Existen unos valores comunes y diferenciales en las compañías rentables...Starting at €8.20