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- All HBS Web
(132)
- News (18)
- Research (109)
- Multimedia (2)
- Faculty Publications (86)
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- 05 Aug 2015
- What Do You Think?
What Happened to the ‘Innovation, Disruption, Technology’ Dividend?
W. Norton & Company, 2014). Martin Ford, Rise of the Robots: Technology and the Threat of a Jobless Future (New York: Basic Books, 2015). James L. Heskett, W. Earl Sasser,... View Details
- 10 Nov 2008
- What Do You Think?
How Much Can You Ask of Your Customers?
Business," Harvard Business Review, October 2008, pp. 60-69. James L. Heskett, W. Earl Sasser, Jr., and Joe Wheeler, The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable... View Details
Keywords: by Jim Heskett
- May 2008
- Case
Thomas Green: Power, Office Politics and a Career in Crisis
By: W. Earl Sasser Jr. and Heather Beckham
The case describes the dilemma of a marketing manager, Thomas Green, who, after being rapidly promoted, is harshly criticized by his boss, Frank Davis. Green and Davis disagree on work styles and market projections. Green believes the sales goals set by Davis are based... View Details
Keywords: Superior ＆ Subordinate; Performance Management; Personal Strategy ＆ Style; Management Style; Conflict Management; Communication; Rank and Position; Personal Characteristics; Power and Influence
Sasser, W. Earl, Jr., and Heather Beckham. "Thomas Green: Power, Office Politics and a Career in Crisis." Harvard Business School Brief Case 082-095, May 2008.
- 04 Apr 2017
- First Look
First Look at New Research, April 4
investors provide a little funding and limited governance to an increased number of startups that they are more likely to abandon, but where initial experiments significantly inform beliefs about the future potential of the venture. This adaptation and related entry... View Details
Keywords: Sean Silverthorne
- April 2010 (Revised January 2013)
- Case
Southwest Airlines: In a Different World
By: James L. Heskett and W. Earl Sasser Jr.
This is the fourth in a 35-year series of HBS cases on an organization that has changed the rules of the game globally for an entire industry by offering both differentiated and low-price service. The focus of the case is on whether Southwest Airlines should buy gates... View Details
Keywords: Decision Choices and Conditions; Service Delivery; Service Operations; Organizational Culture; Competitive Strategy; Air Transportation Industry; New York (city, NY)
Heskett, James L., and W. Earl Sasser Jr. "Southwest Airlines: In a Different World." Harvard Business School Case 910-419, April 2010. (Revised January 2013.)
- 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
Sasser, W. Earl, and David C. Rikert. "McDonald's Corp. (Condensed)." Harvard Business School Case 681-044, December 1980. (Revised February 1998.)
- December 1980 (Revised February 1998)
- Case
Burger King Corp.
By: W. Earl Sasser and David C. Rikert
Describes the operating system of a Burger King unit. The case does not have a decision focus; it is designed for use with McDonald's Corp. Students are asked to compare the operating systems of these two fast food hamburger chains. Careful analysis will detect the... View Details
Sasser, W. Earl, and David C. Rikert. "Burger King Corp." Harvard Business School Case 681-045, December 1980. (Revised February 1998.)
- November 1972 (Revised July 2023)
- Case
Benihana of Tokyo
By: W. Earl Sasser
Discusses the development of a chain of "theme" restaurants. The student is asked to evaluate the current operating strategy and suggest a long-term expansion strategy. View Details
Keywords: Expansion; Business Strategy; Brands and Branding; Food and Beverage Industry; Service Industry
Sasser, W. Earl. "Benihana of Tokyo." Harvard Business School Case 673-057, November 1972. (Revised July 2023.)
- 2008
- Case
Thomas Green:Power, Office Politics and a Career in Crisis
By: W. Earl Sasser
The case describes the dilemma of a marketing manager, Thomas Green, who, after being rapidly promoted, is harshly criticized by his boss, Frank Davis. Green and Davis disagree on work styles and market projections. Green believes the sales goals set by Davis are based... 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
Keywords: Motivation and Incentives; Managerial Roles; Retention; Employees; Performance Improvement; Recruitment; Problems and Challenges; Compensation and Benefits; Food and Beverage Industry; Service Industry; Boston
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.)
- September 1997 (Revised October 1997)
- Case
Information at the World Bank: In Search of a Technology Solution (B)
By: W. Earl Sasser and Josep Valor
Acting on his vision to make the World Bank a knowledge institution, bank President Wolfensohn announces the creation of an Information and Knowledge Management Council and an Information Solutions Group, headed by a newly nominated CEO, Mohamed Muhsin. This case... View Details
Keywords: Organizational Change and Adaptation; Information Technology; Knowledge Management; Management Teams; Information Management; Banks and Banking; Banking Industry
Sasser, W. Earl, and Josep Valor. "Information at the World Bank: In Search of a Technology Solution (B)." Harvard Business School Case 898-054, September 1997. (Revised October 1997.)
- March–April 1994
- Article
Putting the Service-Profit Chain to Work
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.
- November 2015 (Revised February 2016)
- Supplement
Allianz Turkey: Focus on the Customer (B)
By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey
Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (B)." Harvard Business School Supplement 316-094, November 2015. (Revised February 2016.)
- November 2015 (Revised February 2016)
- Case
Allianz Turkey: Focus on the Customer (A)
By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost... View Details
Keywords: Service Excellence; Customer Experience; Customer Service; Emerging Market; Customer Focus; Net Promoter Score; Customer Relationship Management; Competition; Leading Change; Service Operations; Emerging Markets; Customer Satisfaction; Insurance Industry; Turkey
Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (A)." Harvard Business School Case 316-093, November 2015. (Revised February 2016.)
- May 2008
- Teaching Note
Thomas Green: Power, Office Politics, and a Career in Crisis (Brief Case)
By: W. Earl Sasser Jr. and Heather Beckham
Teaching Note for 2095. View Details
- 2008
- Book
Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details
Keywords: Customer Satisfaction; Organizational Change and Adaptation; Customer Ownership; Employee Ownership; Competitive Advantage; Value Creation
Heskett, James L., W. Earl Sasser Jr., and Joe Wheeler. Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage. Harvard Business Press, 2008.
- September 1997
- Case
Information at the World Bank: In Search of a Technology Solution (A)
By: W. Earl Sasser, Josep Valor and Carin-Isabel Knoop
Information Technology Services Director Mohamed Muhsin planned to restructure the World Bank's information technology in response to President Jim Wolfensohn's call to build a knowledge bank. Several reorganization efforts taken by the bank in the 1980s led to a... View Details
Keywords: Restructuring; Information; Knowledge Management; Mission and Purpose; Technology; Public Administration Industry
Sasser, W. Earl, Josep Valor, and Carin-Isabel Knoop. "Information at the World Bank: In Search of a Technology Solution (A)." Harvard Business School Case 898-053, September 1997.
- 2011
- Case
Wrapitup
By: W. Earl Sasser
A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store... View Details
- February 1986 (Revised September 1986)
- Case
Comtec Electronics, Inc. (A)
By: W. Earl Sasser
Keywords: Electronics Industry
Sasser, W. Earl. "Comtec Electronics, Inc. (A)." Harvard Business School Case 686-112, February 1986. (Revised September 1986.)
- April 1980 (Revised May 1980)
- Case
Bay Area Test Instruments, Inc. (Abridged)
By: W. Earl Sasser
Sasser, W. Earl. "Bay Area Test Instruments, Inc. (Abridged)." Harvard Business School Case 680-145, April 1980. (Revised May 1980.)