Publications
Publications
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- All HBS Web
(118,848)
- Faculty Publications (254)
- March 1992
- Teaching Note
Girl Scouts of the U.S.A. (A), (B), and (C), Teaching Note
By: Leonard A. Schlesinger and Roger H. Hallowell
- March 1992
- Teaching Note
Integrating Human Resource and Service Delivery Strategies, Module Note
By: Leonard A. Schlesinger and Roger H. Hallowell
Module Note. View Details
- March 1992
- Teaching Note
Nordstrom and Nordstrom: Dissension in the Ranks? (A), Teaching Note
By: Leonard A. Schlesinger and Roger H. Hallowell
- March 1992 (Revised April 1992)
- Teaching Note
Taco Bell Corp., Teaching Note
By: Leonard A. Schlesinger and Roger H. Hallowell
Teaching Note for (9-692-058). View Details
- March 1992
- Teaching Note
Gain Sharing at Star Cablevision Group, Teaching Note
By: Leonard A. Schlesinger, Roger H. Hallowell and Sarah Ann Greene
Teaching Note for (9-692-012). View Details
- March 1992 (Revised December 1993)
- Teaching Note
Au Bon Pain: The French Bakery Cafe, The Partner/Manager Program, Teaching Note
By: Leonard A. Schlesinger and Roger H. Hallowell
Teaching Note for (9-687-063). View Details
- March 1992
- Teaching Note
ServiceMaster Industries, Inc., Teaching Note
By: Leonard A. Schlesinger and Roger H. Hallowell
Teaching Note for (9-388-064). View Details
- March 1992 (Revised February 1994)
- Teaching Note
Willow Creek Community Church, Teaching Note
Teaching Note for (9-691-102). View Details
- February 1992
- Teaching Note
Fairfield Inn (A), Teaching Note
By: Leonard A. Schlesinger and Roger H. Hallowell
Teaching Note for (9-689-092). View Details
- February 1992
- Supplement
New Technologies at Tiner Trucking Co. (B)
By: Leonard A. Schlesinger and Roger H. Hallowell
- February 1992
- Supplement
New Technologies at Tiner Trucking Co. (C)
By: Leonard A. Schlesinger and Roger H. Hallowell
- February 1992
- Case
Roger Smith: A Great Little New York Hotel
By: Leonard A. Schlesinger and Roger H. Hallowell
- 1992
- Book
Organization: Text, Cases, and Readings on the Management of Organizational Design and Change
By: P. F. Schlesinger, V. Sathe, L. A. Schlesinger and J. P. Kotter
- 1992
- Other Teaching and Training Material
Achieving Breakthrough Service
- 1992
- Other Teaching and Training Material
Achieving Breakthrough Service Teleseminar
- Article
Guarantees Come to Professional Service Firms
By: Leonard A. Schlesinger, Christopher L. Hart and Dan Maher
- November 1991 (Revised April 1994)
- Case
Taco Bell Corp.
By: Leonard A. Schlesinger and Roger H. Hallowell
John Martin, Taco Bell CEO, brings the company into line with its competitors through incremental change during the 1980s. In the early 1990s, he adopts breakthrough approaches to improve service levels while reducing prices, providing a distinct competitive advantage.... View Details
- August 1991 (Revised February 1992)
- Case
Gain Sharing at Star Cablevision Group
By: Leonard A. Schlesinger and Sarah Ann Greene
Describes Star's experiment with gain sharing over a three-year period. Background on the industry and company's history are provided to establish the context for the shift to pay-for-performance. Describes the three different gain sharing programs, the resulting... View Details
- 1991
- Article
Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications
By: Leonard A. Schlesinger and Jeffrey Zornitsky
Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;... View Details