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Wonderful Management of Disney, The
Huete, Luis María; Schofield, MarkTechnical Note PN-283-EService and Operations ManagementThis note summaries the history and management concepts and practices of Disney, one of the most successful service companies of the world. The note explores the managerial logic behind the «Pixie Dust» Magic that Disney is able to set in place and Disney's current businesses.Starting at €8.20
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Note on After-Sales Services
Huete, Luis María; Schofield, MarkTechnical Note PN-292-EService and Operations ManagementThe primary goal of this note is to provide an overview of the evolution and growing importance of after-sales service and its place in the Service Mix, as well as to suggest a more conceptual definition of service in association with the standard concepts and structures underlying the marketing of a physical or tangible good. Building on the hypothesis that every company must progressively put itself in the position of creating a coherent global...Starting at €8.20
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NH Hotels - Teaching Note
Huete, Luis María; Schofield, MarkTeaching Note PT-6-EService and Operations Management(Case P-772). Use is restricted to Academic Institutions.Starting at €0.00
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Emerging paradigm in service management, The
Huete, Luis María; Schofield, MarkTechnical Note PN-301-EService and Operations ManagementService management has stringently adhered to a baseline concept for nearly three decades: minimize the cost and the dimensions of the service encounter in order to deliver the simplest, most inexpensive product to the consumer. Only recently have some "renegade" managers within the industry come to recognize that the service encounter is not a connection between two like mechanical parts, but rather an interpersonal exchange where a company seek...Starting at €8.20