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- April 1983 (Revised June 1993)
- Case
Trade In Services and American Express
Keywords: Financial Services Industry
- April 1983 (Revised June 2003)
- Case
Shouldice Hospital Limited
By: James L. Heskett
Various proposals are set forth for expanding the capacity of the hospital. In assessing them, serious consideration has to be given to the culture of the organization and the importance of preserving it in a service delivery system. In addition to issues of capacity... View Details
- 1983
- Other Unpublished Work
Services from Public Capital: The Outlook for Boston's Physical Infrastructure
By: Dutch Leonard, Arnold Howitt, Helen F. Ladd and Ann B. Weeks
- December 1982 (Revised September 2015)
- Case
Halloran Metals
By: Roy Shapiro
Two competitors in the Northeast steel service center industry have made very different choices with regards to logistics and operating strategy. One distributes from a large central location; the other operates seven widely scattered warehouses. Students can diagnose... View Details
- August 1982 (Revised May 1986)
- Case
Lowe Computer Services: Capacity and Service Level Planning
- February 1982
- Case
MCI Telecommunications Corp. (B): Customer Service Strategy and Organization
By: John F. Cady and Frank V. Cespedes
- December 1981
- Case
Singapore Bus Service Ltd.
- November 1981
- Supplement
General Foods: Food Service Division (B)
By: John P. Kotter
Keywords: Food and Beverage Industry
- November 1981 (Revised October 1985)
- Supplement
General Foods: Food Service Division (C)
By: John P. Kotter
Keywords: Food and Beverage Industry
- September 1981 (Revised August 1987)
- Case
CIBA-GEIGY Agricultural Division
By: Benson P. Shapiro and Roy H. Schoeman
In 1979 Leo Bontempo, marketing vice president of Ciba-Geigy Agricultural Division was deciding whether to purchase an $840,000 program for TeleSession. This was a marketing service designed to accelerate the adoption of new products among large innovative growers by... View Details
- March 1981 (Revised October 1984)
- Case
Corning Glass Works: Indonesia
Evaluates the market opportunities and risks by Corning and International Finance Corporation in Indonesia. View Details
- December 1980 (Revised January 1994)
- Case
International Foodstuffs
By: David E. Bell
Describes three fairly routine instances in which considerations of risk exposure in foreign exchange are necessary. The three are a delayed payment for a grain shipment, a foreign subsidiary facing devaluation of its domestic currency, and a foreign acquisition. The... View Details
- December 1980 (Revised February 1998)
- Case
McDonald's Corp. (Condensed)
By: W. Earl Sasser and David C. Rikert
Describes the operating system of McDonald's, the world's most successful fast food chain. The case does not have a decision focus; it is designed for use with Burger King Corp. Students are asked to compare the operating systems of these two fast food hamburger... View Details
- 1980
- Chapter
Measuring Consumer Satisfaction and Complaint Behavior: A Study of Financial Services and Insurance
By: J. Quelch and S. Ash