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163 items were found using the following search criteria
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Psychology of Waiting Lines (Spanish version)
Maister, David H.Case HBS-607S03Discusses the experience of waiting and the factors that affect customers' tolerance for waits. Eight (testable) propositions concerning the psychology of queues are presented, together with specific managerial advice.Starting at €8.20
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The Money Back Guarantee (A) (Spanish version)
Hart, Christopher W.L.Case HBS-604S08Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem exposes deficiencies in its service and in the guarantee it has advertised heavily. A formal complaint is made to the CEO. From the CEO's perspective, students must confront a variety of issues related to the problem.Starting at €8.20
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The Transit Point Experiment (Spanish version)
Hammond, Janice H.; Kelly, MauraCase HBS-615S09Service and Operations ManagementMerloni Elettrodomestici is a leading Italian manufacturer of domestic appliances. In 1986, an exposition for Merloni customers is scheduled at its Milano regional warehouse. During the two-month period preceding the event, when the warehouse must be free of inventory, the company conducts a "transit point" experiment. Each day, a truckload of products from the company's central warehouse is sent to Milano, where it is immediately transferred to ...Starting at €8.20
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Case of the Complaining Customer (HBR Case Study and Commentary)
Finkelman, Dan; Goland, Tony; Schlesinger, Leonard A.; Nemeroff, Dinah; Zemke, Ron; Moller, ClausArticle HBS-90304-EService and Operations ManagementShortly after installing a new computer system designed to provide quick and accurate service, the president of Presto Cleaner received an angry letter from a customer whose laundry had been lost by the system. The case study looks at the questions: How much service does a company or store owe a customer? Is the customer always right? In 90304 and 90316, four authorities on customer service--Leonard A. Schlesinger, associate professor at the Harv...Starting at €8.20
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Quality Improvement Customers Didn't Want (HBR Case Study and Commentary)
Iacobucci, Dawn; Jones, Thomas O.; Bitner, Mary Jane; Bitner, Mary Jo; Hanselman, Eric; Swan, Christopher A.; Swartz, Teresa A.; Capatosto, TerriArticle HBS-96106-EService and Operations ManagementIs investing in new technology always the right choice for a company and its customers? Allan Moulter, the CEO of Quality Care, isn't sure he wants to invest in the computerized reception system that consultant Jack Zadow has outlined for him. But in this HBR case study, the argument Zadow makes is impossible to ignore. Quality Care's rivals have invested in similar systems or are planning to do so. The new system promises to take care of routine...Starting at €8.20
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Building Brand Community on the Harley-Davidson Posse Ride (Spanish version)
Fournier, SusanCase HBS-505S11MarketingThe second Harley-Davidson Posse Ride, a grueling 2,300 mile, 10-day trek from South Padre Island, Tex., to the Canadian Border is billed "for serious riders only." Harley Owner's Group (H.O.G.) Director Mike Keefe must decide whether this rolling rally deserves a place in the H.O.G. product line, and if so, what philosophy and tactics to adopt in future design. This case helps students get inside one of the world's strongest brands to consider i...Starting at €8.20
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Rapid Rewards at Southwest Airlines (Spanish version)
Frei, Frances X.; Hajim, CoreyCase HBS-605S22Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032). Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical customer--the case revolves around two c...Starting at €8.20
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Are Some Customers More Equal than Others? (HBR Case Study and Commentary)
Nunes, Paul F.; Johnson, Brian A.; Harrington, John; Goldman, Edward; Labak, Alexander; Crandall, RobertArticle HBS-R0110A-ELeadership and People ManagementJill Hoover was looking skyward, marveling at the heart-stopping beauty of Paradise Park-Seattle's newest attraction, its tallest and scariest roller coaster to date: the Anaconda. "Quite impressive," Jill thought. But a scuffle in the ride queue quickly brought the CEO of Paradise Parks back to earth. The company's 19 seasonal and year-round amusement parks had always been popular--ever since Jill's father founded the original Paradise Park just...Starting at €8.20
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The Tesco.com Experience: Is Succes at Hand? - Teaching note
Jelassi, Tawfik; Waldman, CharlesTeaching Note INSEAD-5019TN-EStrategyEl caso se centra en las oportunidades y retos que supone el uso de Internet como canal adicional para una cadena de distribución. Una de las implicaciones más importantes y que generaron mayor controversia entre los minoristas fue la forma de preparar pedidos de Tesco.com, que se realizaba en las mismas tiendas en vez de en un almacén. También hace hincapié en cómo convertir una tienda en Internet en un negocio rentable.Starting at €0.00
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Rewarding Our People (Spanish version)
DeLong, Thomas J.; Vijayaraghavan, VineetaCase HBS-409S08Leadership and People ManagementMarilyn Winn, head of human resources at Harrah's Entertainment, must make a recommendation to the company's president and CEO about whether the existing bonus payout program is effective at motivating employees or whether it should be revised and/or replaced. A recent downturn in economic conditions led Winn to wonder whether customer service payouts were the most efficient way to make Harrah's a service-driven and customer-driven company.Starting at €8.20