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Behavioral Economics and the Service Organization
Weiss, Elliott N.; Maiden, Stephen E.Technical Note DARDEN-OM-1548-EService and Operations ManagementThis note summarizes some important learnings from the study of behavioral economics of which service organizations should be aware in order to enhance customers' emotional experiences and help direct their decision making—in an ethical manner.Starting at €8.20
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The Walt Disney Company: Mickey Mouse Visits Shanghai
Weiss, Elliott N.; Yemen, Gerry; Maiden, Stephen E.Case DARDEN-OM-1545-EService and Operations ManagementThe strategic and tactical problems of managing the operations function in a service environment can be examined through the context of the Walt Disney Company (DIS) opening Shanghai Disneyland. The company and its investors were excited about the Shanghai opening for a good reason: demographics. The resort would be located in the Pudong district of Shanghai, easily the wealthiest of all of China’s districts. A massive 330 million people lived wi...Starting at €8.20
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Bonnie Strong at Inditex
Weiss, Elliott N.; Yemen, Gerry; Maiden, Stephen E.Case DARDEN-OM-1558-EService and Operations ManagementInditex, Zara's parent company, is known for its success in “fast fashion,” the ability to respond quickly to changes in the retail apparel industry. This case examines the reasons for its success by tying its strategy to its design, production, distribution, and retailing practices from both a process and people perspective. The links between this strategy and performance measures such as ROE and ROA can be discussed. Inditex’s strategy can be d...Starting at €8.20
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Shanghai Disneyland: Authentically Disney and Distinctly Chinese
Weiss, Elliott N.; Yemen, Gerry; Maiden, Stephen E.Case DARDEN-OM-1568-EService and Operations ManagementExcellent service operations understand the unique challenges of managing services and experiences. The Walt Disney Company’s value proposition, or purpose, is to create a magical experience for customers. To deliver on that, service and employee systems must be designed in a manner that work together. After years of planning, construction, employee training, and marketing outreach to its largely Chinese guests, Shanghai Disneyland (SDL) finally ...Starting at €8.20
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Maria's Ristorante
Weiss, Elliott N.; Maiden, Stephen E.Case DARDEN-OM-1536-EService and Operations ManagementIn an effort to save his business, Paul Marciano, the owner of Italian family restaurant Maria’s Ristorante, runs a number of experiments focused on improving the customer experience around his target customer segment. These experiments lead to a better understanding about his business and cause him to make specific changes to his business model that ultimately improve things across the board. The experiments are based on research from the academ...Starting at €8.20
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The Curious Case of the Disputed Rabbits
Weiss, Elliott N.; Maiden, Stephen E.Case DARDEN-OM-1618-EService and Operations ManagementService systems are inherently subject to variability, whether through customers, service providers, suppliers, or unexpected events. Yet customers demand excellence and consistency regardless of this variability. In general, there are two ways to handle this variability—through people or through processes. We use the concept of robustness to describe these two approaches. This case uses an inventory mishap at a pet store to explore the need for ...Starting at €8.20
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Evaluating Financial and Operational Performance in the Airline Industry
Weiss, Elliott N.; Maiden, Stephen E.Case DARDEN-OM-1535-EService and Operations ManagementFrom its earliest beginnings in the years following World War II, the commercial airline industry has grown into an essential component supporting economic growth, trade, investment, and tourism throughout the world. This case includes short profiles for four airlines—United, Southwest, Spirit, and Japan Airlines—including descriptions of each company’s operations strategy, history, and financial situation. A series of exhibits provides income st...Starting at €8.20
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OYO Hotels USA: Coming to America
Weiss, Elliott N.; Maiden, Stephen E.Case DARDEN-OM-1641-EService and Operations ManagementThis case studies the growth of OYO Hotels (OYO) to illustrate the operational processes necessary to succeed in the service sector. The case allows for a discussion of employee- and customer-management systems, tech-driven solutions, and profit drivers. The material unfolds OYO's growth and its solution for making economy hotels discoverable and bookable online. The case raises a series of questions around OYO's business model, its ability to ...Starting at €8.20
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Tirumala Tirupati: Wait a Moment
Weiss, Elliott N.; Yemen, Gerry; Maiden, Stephen E.Case DARDEN-OM-1533-EService and Operations ManagementThis case examines the queueing issues caused by the growth in popularity of one of the most visited Hindu temples in the world. On January 2, 2015, Ramesh and Vasantha Gupta visit Tirumala Venkateswara Temple, just a day after some 210,000 people crowded the 2,000-year-old site. The case describes the many enhancements that the temple administrator, Tirumala Tirupati Devasthanams (TTD), has implemented since its management of the temple complex ...Starting at €8.20
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The IndiGo Story, 2018: "On Time, Hassle Free"?
Weiss, Elliott N.; Maiden, Stephen E.; Yemen, GerryCase DARDEN-OM-1605-EService and Operations ManagementThis case follows up on "The IndiGo Story: 'On Time, Hassle Free'" (UVA-OM-1505). The airline passenger industry in India was a mess in 2013, but the low-cost carrier, IndiGo, was making money. This relatively new company had managed to work against the odds and grab market share from more-established flyers. But, the weak rupee was still sending a chill wind through the aviation sector, and growth plans would have to include opening new destina...Starting at €8.20