Publications
Publications
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(1,812)
- Faculty Publications (449)
- February 1993 (Revised June 1993)
- Case
Bidwell Training Center, Inc. and Manchester Craftsmen's Guild: Preparation in Pittsburgh
By: James L. Heskett and Roger H. Hallowell
Bill Strickland, executive director of both Bidwell Training Center and Manchester Craftsmen's Guild, has built a highly successful training organization to enable underprivileged minorities in Pittsburgh to escape the cycle of poverty. His success has led to questions... View Details
- 1993
- Other Teaching and Training Material
People, Service, Success: The Service Profit Link
- November 1992
- Background Note
Note on Service Mapping
By: James L. Heskett
Illustrates a simple technique for diagramming operations flows in service companies. Can be used to help structure analysis and discussion of cases involving sequenced operations. View Details
- October 1992 (Revised December 1993)
- Case
ServiceMaster Co.: The Quality Services Network
By: James L. Heskett and Roger H. Hallowell
Keywords: Service Industry
- September 1992 (Revised January 1993)
- Case
Courtyard by Marriott
By: James L. Heskett and Roger H. Hallowell
Courtyard by Marriott, a chain of modestly priced hotels, weighs its future options regarding human resources, its service delivery system, and management structure. Fairfield Inn, another Marriott product, is discussed for contrast. View Details
- September 1992
- Teaching Note
Fairfield Inn (A) TN
By: James L. Heskett
Teaching Note for (9-689-092). View Details
Keywords: Accommodations Industry
- September 1992 (Revised May 1995)
- Case
Progressive Corporation Transportation Group (A)
By: James L. Heskett
Keywords: Insurance Industry
- May 1992
- Article
Coordination in Split-Award Auctions
By: James J. Anton and Dennis Yao
We analyze split award procurement auctions in which a buyer divides full production between two suppliers or awards all production to a single supplier, and suppliers have private cost information. An intriguing feature of split awards is that the equilibrium bids are... View Details
- March 1992 (Revised June 1993)
- Case
Lada do Brasil
By: James E. Austin and Helen Shapiro
In an effort to capitalize on the entrepreneurial opportunity presented by the Brazilian government's trade liberalization, a Panamanian automobile trading company launched a business of importing the Russian made Lada cars into Brazil. The company confronts a complex... View Details
- February 1992 (Revised September 2019)
- Case
The House of Tata
By: James E. Austin and Ashish Nanda
The case traces the evolution of the Tata group, one of the largest and highly respected Indian business houses, from its 19th century founding and early growth in diverse industries, to its response to changes in government regulation in independent India, up to its... View Details
Keywords: Indian Economy; International Business; Government And Business; Government Regulation; Synergy; Conglomerates; Business Conglomerates; Developing Countries and Economies; Business and Government Relations; Business History; Steel Industry; Electronics Industry; Chemical Industry; Insurance Industry; Air Transportation Industry; India
- January 1992 (Revised March 1994)
- Case
Texaco, Inc.
By: James L. Heskett and Roger H. Hallowell
Keywords: Energy Industry
- 1992
- Other Teaching and Training Material
Achieving Breakthrough Service
- 1992
- Other Teaching and Training Material
Achieving Breakthrough Service Teleseminar
- July 1991 (Revised March 1994)
- Case
CompuServe--1984
By: James L. Heskett
Keywords: Web Services Industry
- July 1991 (Revised May 1993)
- Case
Fairfield Inn (B)
By: James L. Heskett
The manager of a Fairfield Inn located near a family entertainment center is requesting special consideration for a falling quality rating caused, in his opinion, by unusually high occupancy rates at his unit. The case raises questions about quality measurement,... View Details