Publications
Publications
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- All HBS Web
(118,848)
- Faculty Publications (254)
- September–October 1995
- Article
Realize Your Customers' Full Profit Potential
By: Leonard A. Schlesinger and Alan W.H. Grant
- November 1994 (Revised December 1994)
- Case
Cash America International, Inc.
By: Leonard A. Schlesinger, Jamie O'Connell and Dena Votroubek
- May 1994 (Revised July 1995)
- Case
Taco Bell--1994
Taco Bell CEO, John Martin, boldly proclaims a growth goal of 200,000 points of access by the year 2000 (the company had approximately 3,600 in 1991). To realize such growth, Martin embraces a philosophy of continual change. The implications for Taco Bell are dramatic... View Details
Keywords: Information Technology; Food; Organizational Structure; Organizational Culture; Human Resources; Brands and Branding; Organizational Change and Adaptation; Goals and Objectives; Change Management; Expansion; Business Growth and Maturation; Communication; Growth and Development Strategy; Retail Industry; Food and Beverage Industry; United States
- May 1994 (Revised November 1994)
- Case
PepsiCo: A View from the Corporate Office
Describes the three business segments of PepsiCo (beverages, snack foods, and restaurants). It then explores the competitive environment within each segment and the response of PepsiCo's businesses. It seeks to show how PepsiCo CEO, D. Wayne Calloway, in a very... View Details
- 1994
- Book
The Real Heroes of Business...and Not a CEO Among Them
By: Leonard A. Schlesinger and Bill Fromm
- March–April 1994
- Article
Putting the Service-Profit Chain to Work
- 1994
- Chapter
Taco Bell Corporation: A Case of Service Leadership
By: Roger Hallowell and Leonard A. Schlesinger
- 1994
- Other Teaching and Training Material
The Real Heroes of Business...and Not a CEO Among Them
By: Leonard A. Schlesinger and Bill Fromm
- July 1993
- Case
Air Miles Canada
By: Thomas O. Jones, Leonard A. Schlesinger and Roger H. Hallowell
Air Miles Canada both increases customer loyalty by rewarding shopping frequency at specified merchants, and enables its sponsors to develop a new, more complex understanding of their customers' (and potential customers') shopping habits, thus making future customer... View Details
- 1993
- Other Teaching and Training Material
People, Service, Success: The Service Profit Link
- December 1992 (Revised September 1994)
- Case
Ambulette, Inc.
By: Leonard A. Schlesinger and Roger H. Hallowell
- September 1992
- Case
Ontario Training Corp.: Service Design and Service Mapping
- August 1992 (Revised June 1993)
- Case
Euro Disney: The First 100 Days
By: Gary W. Loveman and Leonard A. Schlesinger
The Walt Disney Co. theme parks historically have thrived on the basis of a formula stressing excellent customer service and a magnificent physical environment. The formula has proven successful in Japan, as well as the United States. With the controversial opening of... View Details
- June 1992 (Revised September 1994)
- Case
Appalshop
- May 1992
- Case
Sunday River Ski Resort
By: Leonard A. Schlesinger and Martha Epstein
Sunday River is a ski area in Bethel, ME which has been run by entrepreneur Les Otten since 1980. The year before Otten purchased the area, it posted a loss of $235,000 on revenues of $541,000. Under Otten's leadership, however, Sunday River posted year after year of... View Details
- April 1992 (Revised June 1993)
- Case
American Nursing Services, Inc.
By: Leonard A. Schlesinger and Roger H. Hallowell
P.K. Scherle, R.N., founder, president, and owner, struggles with her successful business and focuses on either growth or enhanced profitability. View Details
- March 1992 (Revised April 1992)
- Teaching Note
Prudential-Bache and Thomson McKinnon (A) and (B), Teaching Note
By: Leonard A. Schlesinger and Roger H. Hallowell
- March 1992
- Teaching Note