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Eurostar and the Channel Tunnel Incident (A)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-EMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20
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Eurostar and the Channel Tunnel Incident (B): Eurostar's Immediate Reaction
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1256-EMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers trapped under the English Channel in December 2009 due to a train failure and poses questions related to how managers should have reacted to the situation. The main issues discussed in the case relate to how the firm should have reacted to this service failure. The (B) case describes the actions taken by Eurostar management immediately following the incident.Starting at €5.74
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Eurostar and the Channel Tunnel Incident (C): The Aftermath
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1257-EMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers trapped under the English Channel in December 2009 due to a train failure and poses questions related to how managers should have reacted to the situation. The main issues discussed in the case relate to how the firm should have reacted to this service failure. The (C) case describes the aftermath of the incident, including the conclusions of the external investigations that were conducted.Starting at €5.74
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Eurostar and the Channel Tunnel Incident (A) (Portuguese Version, Brazil)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-PBMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20
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Eurostar and the Channel Tunnel Incident (A) (Chinese Version)
Rocha e Oliveira, Paulo; Lago, Alejandro; Valadas, JorgeCase M-1251-ZHMarketing, Service and Operations ManagementThis case describes the ordeal experienced by passengers who were trapped under in English channel on December 2009 and poses questions related to how managers should react to the situation. The main issues that come out in the case relate to how the firm should react to this service failure.Starting at €8.20
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eBAY Spain and its User Community
Moscoso, Philip; Lago, AlejandroCase P-1079-EInformation Technologies, Service and Operations ManagementThe case focuses on how eBay gets its user community involved in all its business activities, from strategic decision making to operations. To do this it has developed a number of very sophisticated communication tools. Specifically, the case discusses certain adjustments in the listing fees and sales commissions, and how to improve the detection of fake products.Starting at €8.20
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Amazon: Balancing Customer Centricity with Employee Engagement
Tatge, Larisa; Lago, Alejandro; Ribera, JaumeCase P-1165-EInnovation and Change, Service and Operations ManagementAmazon defines itself as the most customer-centered company in the world and explains its growth in various sectors as a way to offer more value to its customers. "Our vision is to be earth's most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online," according to Amazon's mission statement. This case presents how Amazon has grown quickly, and how it aims to balance this rapi...Starting at €8.20
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Flamagás, S.A.
Lopetegui G.; Parés Canalias, Francisco; Renart, Lluís G.Case M-689MarketingFlamagás, S.A. es una empresa creada en 1959, dedicada a la fabricación y venta de encendedores. El caso describe la evolución de la empresa, con especial énfasis en el desarrollo de sus exportaciones. Se describe el hundimiento del mercado mundial de encendedores de tipo medio (calidad y precio), y las dificultades que ello causó a la empresa. Se describe el fuerte proceso de reestructuración llevado a cabo en 1982, 1983 y 1984. Finalmente, como...Starting at €8.20
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Marieta Textil, S.A.
Gil, P.; Nueno, José Luis; Parés Canalias, Francisco; Renart, Lluís G.Case M-715MarketingMarieta Textil es una pequeña empresa dedicada a la "edición de telas". El proceso de negocio consiste en adquirir los diseños originales a famosos artistas vanguardistas, para hacerlos estampar sobre tela por parte de terceros. La empresa vende estos estampados a tiendas de decoración. Tras cierto éxito en España, desean exportar, pero no consiguen tener un volumen de ventas en el extranjero que tenga un mínimo de importancia y continuidad. Cont...Starting at €8.20
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Hewlett-Packard: Designjet Online 1997
Parés Canalias, Francisco; Renart, Lluís G.; Segarra, José AntonioCase M-1084MarketingA finales de 1997, y tras llevar a cabo una serie de trabajos y estudios previos, el director de marketing de la Hewlett-Packard Barcelona Division (HP-BCD) se plantea si deben o no poner en marcha una nueva página web en internet, con el propósito de establecer un medio de comunicación directo e interactivo con los usuarios finales de las impresoras de gran formato, situados en cualquier pais del mundo. El caso plantea una serie de dilemas, tant...Starting at €8.20