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- 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
- April 1992 (Revised October 1996)
- Case
Roosevelt Financial Group, Inc. (A)
By: Mary E. Barth and Krishna G. Palepu
Keywords: Financial Services Industry
- 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
- February 1992 (Revised October 1996)
- Case
CUC International, Inc. (A)
By: Krishna G. Palepu and Paul M. Healy
The case series examines the role of financial reporting and corporate finance policies as vehicles for communication between managers and outside investors. This case describes management's concern that the company's stock is undervalued because analysts viewed the... View Details
- January 1992
- Teaching Note
Consolidated Edison Company (Abridged) TN
By: Thomas R. Piper
Teaching Note for (9-275-116). View Details
Keywords: Service Industry
- January 1992
- Teaching Note
Allen Distribution Company (TN)
By: W. Carl Kester
Teaching Note for (9-201-016). View Details
- 1992
- Book
Managing Financial Institutions: Cases within the Financial Services Industry
By: Samuel L. Hayes III and David M Meerschwam
- 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
- September 1991 (Revised January 1997)
- Case
Manzana Insurance: Fruitvale Branch (Abridged)
Deals with performance assessment and improvement of a service operation in the insurance industry, a market that is highly sensitive to response time. Two branch offices in direct competition are described, and the impact of response time on performance is suggested.... View Details
- August 1991 (Revised June 1992)
- Case
Nikko Securities Co. Ltd.
By: Andre F. Perold
Keywords: Financial Services Industry
- 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
- July 1991 (Revised September 1995)
- Case
Eastman Kodak Co.: Managing Information Systems Through Strategic Alliances
In January 1988, Colby Chandler, Kodak CEO, created the Corporate Information Systems (CIS) and appointed Katherine Hudson head. She at once became the first head of IT and first woman corporate vice president in the company. Throughout 1989, Hudson inaugurated a... View Details