Publications
Publications
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- All HBS Web
(120,193)
- Faculty Publications (105)
- 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
- 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
- March–April 1994
- Article
Putting the Service-Profit Chain to Work
- 1993
- Other Teaching and Training Material
People, Service, Success: The Service Profit Link
- 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
- 1992
- Other Teaching and Training Material
Achieving Breakthrough Service
- 1992
- Other Teaching and Training Material
Achieving Breakthrough Service Teleseminar
- 1990
- Book
Service Breakthroughs: Changing the Rules of the Game
By: J. Heskett, C. Hart and W. E. Sasser Jr.
- September–October 1990
- Article
Zero Defections: Quality Comes to Services
By: F. Reichheld and W. E. Sasser Jr.
Keywords: Quality
- July–August 1990
- Article
The Profitable Art of Service Recovery
By: C. Hart, J. Heskett and W. Earl Sasser
Keywords: Profit
- February 1988 (Revised May 1989)
- Case
Citicorp Diners Club
By: W. Earl Sasser and Lucy N. Lytle
Keywords: Food and Beverage Industry
- September 1987 (Revised June 1988)
- Case
Lorin Communications Corp.
By: W. Earl Sasser and Lucy N. Lytle
Keywords: Communications Industry
- 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
- 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
- June 1986
- Teaching Note
General Electric: Strategic Position--1981, Teaching Note
By: W. Earl Sasser
Teaching Note for (9-381-174). View Details
- June 1986
- Teaching Note
British Steel Corporation: The Korf Contract TN
By: W. Earl Sasser
Teaching Note for (9-481-110). View Details
- February 1986 (Revised September 1986)
- Case
Comtec Electronics, Inc. (A)
By: W. Earl Sasser
Keywords: Electronics Industry