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Gestione las experiencias, no las esperas
Bitran, Gabriel R.; Ferrer, Juan Carlos; Rocha e Oliveira, PauloArticle ART-1451Marketing, Service and Operations ManagementA los directivos les preocupa que sus clientes vean la espera como un engorro. Pero tal vez reducir el tiempo de espera no sea lo más conveniente, ya que los clientes no le dan tanta importancia. A partir de un estudio que aplica la psicología del comportamiento y los principios tradicionales del marketing a las operaciones, los autores proponen un nuevo modelo para ayudar a los negocios a gestionar la espera. Ofrecen seis ideas prácticas que mej...Starting at €8.20
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Pequeñas grandes lecciones de las empresas familiares
Miller, Danny; Le Breton-Miller, IsabelleArticle ART-2713Corporate Governance, Entrepreneurship, StrategyLas pymes carecen de la liquidez, economías de escala y alcance de las grandes corporaciones, por lo que la planificación a muy largo plazo puede parecer un lujo. Pero no tienen por qué renunciar a la longevidad. Los autores han analizado pymes de Norteamérica, Europa y Corea del Sur, muchas de ellas familiares, y concluyen que las de mayor éxito se guían por cuatro principios (continuidad, comunidad, conexiones y control) que han sabido converti...Starting at €8.20
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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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Amanco Brasil (A): Branding Strategy
Rocha e Oliveira, Paulo; Sauerbronn Jacinto, Rodrigo; Cerquinho, FábioCase M-1282-EMarketingAmanco was Latin America's leading manufacturer and marketer of pipes and fittings solutions for water management systems, with worldwide net sales of US$ 688 million. The company had been in Brazil for 10 years but was losing money. CEO Roberto Salas and Marketing Director Marise Barroso were preparing a proposal for the Brazilian operations at the request of Grupo Nueva, the Swiss holding company that owned Amanco. One of the key decisions to b...Starting at €8.20
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Magazine Luiza: Expanding Horizons: The role of ecommerce in the post-IPO growth strategy
Rocha e Oliveira, Paulo; Bullara, Cesar; Sauerbronn Jacinto, RodrigoCase M-1275-ELeadership and People Management, Marketing, Service and Operations ManagementIn May 2011, Brazilian retailer Magazine Luiza successfully raised R$926 million (¿400 million) from its initial public offering (IPO) on the São Paulo stock exchange. The firm was immediately confronted with the challenge of accelerating growth beyond its already remarkable growth rate. The case is centered on the role e-commerce should play in the company's future. On the one hand, the market potential seems to be very interesting and the compa...Starting at €8.20
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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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Bloque 16: Perspectiva De Los Pueblos Indígenas
Salter, Malcolm S.; Hall, Susan E.A.Case HBS-302S13Suplementos Bloque 16: Estrategia de aceite verde de Conoco (A). Proporciona la perspectiva de los pueblos indígenas en la estrategia ecuatoriana de Conoco. Diseñado para ser distribuidos a los estudiantes que van a jugar el papel de los indígenas ecuatorianos.Starting at €8.20
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Gas Natural: Improving the Profitability of Servigas (Portuguese Version, Portugal)
Guitart, Iván; Rocha e Oliveira, PauloCase M-1234-PPMarketing, Service and Operations ManagementMarta Muriel has recently been promoted to director of residential natural gas service with the mandate of boosting profits for the company's home maintenance services, Servigen. She and her team have designed four measures, among others, that involve a trade-off between cost reduction and improvements in service quality. Now she has to decide which ones to actually implement based on their impact on the company's bottom line.Starting at €8.20
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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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Claves para hacer grande una pequeña empresa
Fernández, Albert; Kuemmerle, Walter; Miller, Danny; Le Breton-Miller, IsabelleDossier DOS-25Accounting and Control, Entrepreneurship, Strategy¿Cuáles son los grandes retos y el verdadero potencial de las empresas que sustentan la economía mundial?Starting at €15.00