Publications
Publications
Show Results For
- All HBS Web
(120,065)
- Faculty Publications (105)
Page 1 of 105
Results →
- July 2016
- Case
Cataumet Boats, Inc.
By: W. Earl Sasser and Mark Davis
Jaime Giancola, an MBA student, has recently completed an operations management course in which aggregate production planning (APP) was one of the topics. She believes that her family's business, Cataumet Boats, which her grandparents started and which her mother and... View Details
- July 2016
- Supplement
Cataumet Boats, Inc., Spreadsheet for Instructors (Brief Case)
By: W. Earl Sasser
- November 2015 (Revised February 2016)
- Case
Allianz Turkey: Focus on the Customer (A)
By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
- November 2015 (Revised February 2016)
- Supplement
Allianz Turkey: Focus on the Customer (B)
By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
- 2015
- Book
What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms
Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure... View Details
- November 2011
- Case
WrapItUp: Developing a New Compensation Plan
By: W. Earl Sasser Jr. and Rachel Shelton
A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store... View Details
Keywords: Empowerment; Middle Management; Human Resource Management; Compensation; Incentives; Motivation; Motivation and Incentives; Change Management; Business Growth and Maturation; Service Delivery; Entrepreneurship; Employees; Compensation and Benefits; Service Industry; Retail Industry; Food and Beverage Industry; California
- November 2011
- Teaching Note
WrapItUp: Developing a New Compensation Plan (Brief Case)
By: W. Earl Sasser, Jr. and Rachel Shelton
Teaching Note for Product #4362 View Details
- November 2011
- Supplement
WrapItUp: Developing a New Compensation Plan, Spreadsheet Supplement (Brief Case)
By: W. Earl Sasser, Jr. and Rachel Shelton
- 2011
- Case
Wrapitup
By: W. Earl Sasser
A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store... View Details
- May 2011
- Article
Challenge the Boss or Stand Down
By: W. Earl Sasser
This HBR Case Study includes both the case and the commentary. For teaching purposes, this reprint is also available in two other versions: case study-only, reprint R1105X, and commentary-only, R1105Z. Tom Green, an aggressive young sales executive at self-service... View Details
- December 2010
- Supplement
Rackspace Hosting (2000)
By: W. Earl Sasser, James L. Heskett and Tom Ryder
The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. View Details
- June 2010
- Case
Playa Dorada Tennis Club: Expansion Strategy
By: W. Earl Sasser Jr. and Brent Kazan
Playa Dorada Beach & Resort in Boca Raton, Florida, faces a growing seasonal demand for tennis services. The number of guests is expected to double in the next few years, and while the tennis facilities are a popular and well-promoted amenity at the resort, court space... View Details
- June 2010
- Teaching Note
Playa Dorada Tennis Club: Expansion Strategy (Brief Case)
By: W. Earl Sasser Jr. and Brent Kazan
Teaching Note for 4221. View Details
- June 2010
- Supplement
Playa Dorada Tennis Club: Expansion Strategy, Faculty Spreadsheet Supplement (Brief Case)
By: W. Earl Sasser, Jr. and Brent Kazan
- June 2010
- Supplement
Playa Dorada Tennis Club: Expansion Strategy, Spreadsheet Supplement (Brief Case)
By: W. Earl Sasser, Jr. and Brent Kazan
- 2010
- Case
Playa Dorado
By: W. Earl Sasser
Playa Dorada Beach & Resort in Boca Raton, Florida, faces a growing seasonal demand for tennis services. The number of guests is expected to double in the next few years, and while the tennis facilities are a popular and well-promoted amenity at the resort, court space... View Details
- June 2010
- Teaching Note
Southwest Airlines: In a Different World (TN)
By: James L. Heskett and W. Earl Sasser
Teaching Note for 910419. View Details
- April 2010 (Revised January 2013)
- Case
Southwest Airlines: In a Different World
By: James L. Heskett and W. Earl Sasser Jr.
This is the fourth in a 35-year series of HBS cases on an organization that has changed the rules of the game globally for an entire industry by offering both differentiated and low-price service. The focus of the case is on whether Southwest Airlines should buy gates... View Details
- 2008
- Book
Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details