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Putting the Service-Profit Chain to Work (HBR Classic) (Spanish version)
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser, W. Earl, Jr.; Schlesinger, Leonard A.Article HBS-R0807LService and Operations Managementinvestment in people, technology that supports frontline workers, revamped recruiting and training practices, and compensation linked to performance. They also express a vision of leadership in somewhat unconventional terms, referring to an organization's "patina of spirituality" and the "importance of the mundane." In this article, Heskett, Jones, Loveman, Sasser, and Schlesinger take a close look at the links in the service-profit chain, which...Starting at €8.20
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Taco Bell Corp. (Spanish Version)
Schlesinger, Leonard A.; Hallowell, RogerCase HBS-602S03Service and Operations ManagementJohn Martin, director general de Taco Bell, trae a la compañía en línea con sus competidores a través de un cambio gradual durante la década de 1980. A principios de 1990, que adopta enfoques innovadores para mejorar los niveles de servicio al tiempo que reduce los precios, proporcionando una clara ventaja competitiva. Ilustra el poder del pensamiento innovador en una industria de servicios y demuestra la importancia de un enfoque coordinado y ho...Starting at €8.20
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The Precautionary Principle
Toffel, Michael W.; Uludere Aragon, Nazli Z.Case HBS-610043-EEconomicsThis note describes the precautionary principle and its key tenets, highlights challenges associated with its use, and includes many examples of its application, primarily within the realm of regulating activities based on the risk of harm to human health and the environment. Appendices provide detailed examples of how the precautionary principle has been applied to regulations in three key industries: agriculture, chemicals, and pharmaceuticals....Starting at €8.20
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Aspen Skiing Company (B)
Toffel, Michael W.; van Sice, StephanieCase HBS-611003-EEconomicsHaving begun improving the environmental performance of its own operations, Aspen Skiing Company is considering "greening" its supply chain and lobbying for greenhouse gas regulations. A world renowned ski resort vulnerable to global climate change, Aspen's activities often garner media attention, which can promote its causes. But these initiatives, which attempt to compel other firms to improve their environmental performance, risk a public rela...Starting at €5.74
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Aspen Skiing Company (C)
Toffel, Michael W.; van Sice, StephanieCase HBS-611018-EEconomicsHaving begun improving the environmental performance of its own operations, Aspen Skiing Company is considering "greening" its supply chain and lobbying for greenhouse gas regulations. A world renowned ski resort vulnerable to global climate change, Aspen's activities often garner media attention, which can promote its causes. But these initiatives, which attempt to compel other firms to improve their environmental performance, risk a public rela...Starting at €5.74
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The Cage-Free Egg Movement
Toffel, Michael W.; van Sice, StephanieCase HBS-611021-EEconomicsDescribes the social movement confronting conventional egg production techniques (battery cages) based on animal welfare concerns, and some merits and drawbacks of cage-free alternatives. Highlights animal rights activist campaigns, political and regulatory responses, and announcements by some companies to shift egg purchases or sales from conventional to alternative production methods.Starting at €8.20
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Trucost: Valuing Corporate Environmental Impacts, Teaching Note
Toffel, Michael W.Teaching Note HBS-612015-EService and Operations ManagementTeaching Note for 612-025.Starting at €0.00
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InterfaceRAISE: Sustainability Consulting, Teaching Note
Toffel, Michael W.; Eccles, Robert G.Teaching Note HBS-612049-EService and Operations ManagementTeaching Note for 611-069.Starting at €0.00
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EnerNOC: DemandSMART
Toffel, Michael W.; Fabrizio, Kira; van Sice, StephanieCase HBS-613036-EEconomicsEnerNOC is an energy company with an innovative business model: it serves as an intermediary between electric utilities and electricity users. It contracts with electricity users willing to reduce demand during periods of peak energy demand, and sells this as excess capacity to electric utilities. The company is facing an upheaval in the energy markets due to the dramatic growth in natural gas fracking and the resulting increase in natural gas su...Starting at €8.20
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CEO Activism (A)
Toffel, Michael W.; Chatterji, Aaron; Kelley, JuliaCase HBS-617001-EEconomicsThis case introduces CEO activism, a phenomenon in which business leaders engage in political or social issues that do not relate directly to their companies. The case uses several examples to describe why business leaders are engaging in CEO activism, and the potential benefits and drawbacks: (1) how Angie's List's CEO responded to the state of Indiana passing a controversial religious freedom law; (2) how Duke Energy's CEO supported pending U.S...Starting at €8.20