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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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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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El Caserío: Brand Arquitecture
Lozano V.; Milán B.; Oliver, Xavier; de Toro, Juan ManuelCase M-1189-EMarketingA historical view of the brands acquired by Kraft in Spain, especially El Caserío. The company faces competitors who have established much more coherent brand architectures, with more potential for expansion and profit. The decisions they take for the current brands will define their future.Starting at €8.20
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Mercedes-Swatch
de Toro, Juan Manuel; Oliver, XavierCase M-1018MarketingDe la alianza estratégica entre Mercedes Benz y Swatch nace un proyecto de lanzamiento de un nuevo vehículo utilitario revolucionario de dos plazas. El caso plantea la necesidad de elaborar el briefing del producto para presentarlo en el concurso de agencias de publicidad.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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Lo que funciona en comunicación
Oliver, Xavier; de Toro, Juan ManuelTechnical Note MN-305MarketingDescripción de las distintas disciplinas de comunicación publicitaria y su utilización óptima: publicidad, marketing directo, promociones, patrocinios y relaciones públicas.Starting at €8.20
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El activo y la fortaleza de la marca
Pérez Castro, Carlos; de Toro, Juan Manuel; Mira, MartaTechnical Note MN-363MarketingLa marca es hoy en día uno de los principales activos de cualquier compañía y, a su vez, un elemento fundamental de todo plan comercial. El valor del activo marca guarda una estrecha relación con su fortaleza, y en esta nota analizamos cuáles son los pasos necesarios para poder generar marcas fuertes y, por tanto, valiosas en los mercados. Es decir, profundizamos en las dimensiones donde radica la fortaleza de la marca.Starting at €8.20
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Marketing deportivo: ¿enfocado al mercado o al producto
Martín, A.; de Toro, Juan ManuelTechnical Note MN-356MarketingTrata de explicar con detalle las variables principales del marketing en relación a la gestión de entidades deportivas y sus especificidades. En concreto, lo referente a la segmentación del mercado y la preponderancia o no del producto deportivo en las decisiones y planificaciones comerciales.Starting at €8.20