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Publications

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    • Faculty Publications  (105)

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    • All HBS Web  (120,186)
      • Faculty Publications  (105)

      Sasser, W. EarlRemove Sasser, W. Earl →

      ← Page 3 of 105 Results →
      • October 1994 (Revised November 1994)
      • Case

      British Airways: Using Information Systems to Better Serve the Customer

      By: W. Earl Sasser and Norman Klein
      Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details
      Keywords: Debates; Customer Focus and Relationships; Globalized Markets and Industries; Service Delivery; Alliances; Information Technology; Aerospace Industry
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      Sasser, W. Earl, and Norman Klein. "British Airways: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-065, October 1994. (Revised November 1994.)
      • October 1994 (Revised March 1999)
      • Case

      Ritz-Carlton: Using Information Systems to Better Serve the Customer

      By: W. Earl Sasser, Thomas O. Jones and Norman Klein
      Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are... View Details
      Keywords: Competency and Skills; Customer Satisfaction; Training; Recruitment; Service Delivery; Supply Chain Management; Luxury; Balance and Stability; Information Technology
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      Sasser, W. Earl, Thomas O. Jones, and Norman Klein. "Ritz-Carlton: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-064, October 1994. (Revised March 1999.)
      • March–April 1994
      • Article

      Putting the Service-Profit Chain to Work

      By: J. L. Heskett, T. O. Jones, G. W. Loveman, W. Earl Sasser and L. A. Schlesinger
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      Heskett, J. L., T. O. Jones, G. W. Loveman, W. Earl Sasser, and L. A. Schlesinger. "Putting the Service-Profit Chain to Work." Harvard Business Review 72, no. 2 (March–April 1994): 164–174.
      • 1993
      • Other Teaching and Training Material

      People, Service, Success: The Service Profit Link

      By: Leonard A. Schlesinger, James Heskett and W. Earl Sasser
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      Schlesinger, Leonard A., James Heskett, and W. Earl Sasser. "People, Service, Success: The Service Profit Link." Harvard Business Publishing, 1993. Video. (Volume 1 - The Service Profit Link, Volume 2 - Mobilizing People for Breakthrough Service, Volume 3 - The Lifetime Value of Customers, Volume 4 - Listening to Customers, Volume 5 - Saving Customers with Service Recovery.)
      • September 1992 (Revised November 1996)
      • Case

      Royal Automobile Club Rescue Services Division: Transformation Through Technology

      By: W. Earl Sasser and Roger H. Hallowell
      The Royal Automobile Club uses a new computer and telephone system to improve its service standards and profitability. After the initial impact of changes from technology, the organization faces a need to choose between future technological development or... View Details
      Keywords: Technological Innovation; Decision Choices and Conditions; Organizational Change and Adaptation; Information Technology; Corporate Strategy; Service Industry; Auto Industry; United Kingdom
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      Sasser, W. Earl, and Roger H. Hallowell. "Royal Automobile Club Rescue Services Division: Transformation Through Technology." Harvard Business School Case 693-029, September 1992. (Revised November 1996.)
      • 1992
      • Other Teaching and Training Material

      Achieving Breakthrough Service

      By: Leonard A. Schlesinger, James Heskett and W. Earl Sasser
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      Schlesinger, Leonard A., James Heskett, and W. Earl Sasser. "Achieving Breakthrough Service." Harvard Business Publishing, 1992. Video.
      • 1992
      • Other Teaching and Training Material

      Achieving Breakthrough Service Teleseminar

      By: Leonard A. Schlesinger, James Heskett and W. Earl Sasser
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      Schlesinger, Leonard A., James Heskett, and W. Earl Sasser. "Achieving Breakthrough Service Teleseminar." Harvard Business Publishing, 1992. Video.
      • 1990
      • Book

      The Service Management Course

      By: C. Hart, J. Heskett and W. E. Sasser Jr.
      Keywords: Management; Service Industry
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      Hart, C., J. Heskett, and W. E. Sasser Jr. The Service Management Course. NY: Free Press, 1990.
      • 1990
      • Book

      Service Breakthroughs: Changing the Rules of the Game

      By: J. Heskett, C. Hart and W. E. Sasser Jr.
      Keywords: Change; Service Industry
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      Heskett, J., C. Hart, and W. E. Sasser Jr. Service Breakthroughs: Changing the Rules of the Game. NY: Free Press, 1990.
      • September–October 1990
      • Article

      Zero Defections: Quality Comes to Services

      By: F. Reichheld and W. E. Sasser Jr.
      Keywords: Quality
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      Reichheld, F., and W. E. Sasser Jr. "Zero Defections: Quality Comes to Services." Harvard Business Review 68, no. 5 (September–October 1990): 105–111.
      • July–August 1990
      • Article

      The Profitable Art of Service Recovery

      By: C. Hart, J. Heskett and W. Earl Sasser
      Keywords: Profit
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      Hart, C., J. Heskett, and W. Earl Sasser. "The Profitable Art of Service Recovery." Harvard Business Review 68, no. 4 (July–August 1990): 148–156.
      • July 1988
      • Case

      Boston Ballet

      By: W. Earl Sasser and Lucy N. Lytle
      Keywords: Arts; Boston
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      Sasser, W. Earl, and Lucy N. Lytle. "Boston Ballet." Harvard Business School Case 688-114, July 1988.
      • February 1988 (Revised May 1989)
      • Case

      Citicorp Diners Club

      By: W. Earl Sasser and Lucy N. Lytle
      Keywords: Food and Beverage Industry
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      Sasser, W. Earl, and Lucy N. Lytle. "Citicorp Diners Club." Harvard Business School Case 688-078, February 1988. (Revised May 1989.)
      • September 1987 (Revised June 1988)
      • Case

      Lorin Communications Corp.

      By: W. Earl Sasser and Lucy N. Lytle
      Keywords: Communications Industry
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      Sasser, W. Earl, and Lucy N. Lytle. "Lorin Communications Corp." Harvard Business School Case 688-001, September 1987. (Revised June 1988.)
      • June 1987
      • Supplement

      Au Bon Pain: Interviews with Ron Shaich and Len Schlesinger, Video

      By: W. Earl Sasser, Christopher Hart and Lucy N. Lytle
      To be used with Au Bon Pain: The French Bakery Cafe, the Partner/Manager Program. View Details
      Keywords: Employee Relationship Management; Human Resources; Management Systems; Selection and Staffing; Programs; Partners and Partnerships; Food and Beverage Industry
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      Sasser, W. Earl, Christopher Hart, and Lucy N. Lytle. "Au Bon Pain: Interviews with Ron Shaich and Len Schlesinger, Video." Harvard Business School Video Supplement 887-548, June 1987.
      • March 1987 (Revised October 1993)
      • Case

      Au Bon Pain: The French Bakery Cafe, The Partner/Manager Program

      By: W. Earl Sasser
      In recent years, Au Bon Pain (ABP), a chain of upscale French bakeries/sandwich cafes based in Boston, confronted a set of human resource problems endemic to the fast food industry (i.e., a labor shortage which made it difficult to attract and maintain quality crew... View Details
      Keywords: Motivation and Incentives; Managerial Roles; Retention; Employees; Performance Improvement; Recruitment; Problems and Challenges; Compensation and Benefits; Food and Beverage Industry; Service Industry; Boston
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      Sasser, W. Earl. "Au Bon Pain: The French Bakery Cafe, The Partner/Manager Program." Harvard Business School Case 687-063, March 1987. (Revised October 1993.)
      • June 1986
      • Teaching Note

      Allied Corp. (A) and (B), TN

      By: W. Earl Sasser
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      Sasser, W. Earl. "Allied Corp. (A) and (B), TN." Harvard Business School Teaching Note 386-105, June 1986.
      • June 1986
      • Teaching Note

      General Electric: Strategic Position--1981, Teaching Note

      By: W. Earl Sasser
      Teaching Note for (9-381-174). View Details
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      Sasser, W. Earl. "General Electric: Strategic Position--1981, Teaching Note." Harvard Business School Teaching Note 386-117, June 1986.
      • June 1986
      • Teaching Note

      British Steel Corporation: The Korf Contract TN

      By: W. Earl Sasser
      Teaching Note for (9-481-110). View Details
      Keywords: Steel Industry; United Kingdom
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      Sasser, W. Earl. "British Steel Corporation: The Korf Contract TN." Harvard Business School Teaching Note 486-124, June 1986.
      • February 1986 (Revised September 1986)
      • Case

      Comtec Electronics, Inc. (A)

      By: W. Earl Sasser
      Keywords: Electronics Industry
      Citation
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      Sasser, W. Earl. "Comtec Electronics, Inc. (A)." Harvard Business School Case 686-112, February 1986. (Revised September 1986.)
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