Filter Results:
(62)
Show Results For
- All HBS Web (62)
- Faculty Publications (21)
Show Results For
- All HBS Web (62)
- Faculty Publications (21)
- 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.)
- 01 Jun 1997
- News
New Releases
managerial formula. His book is designed to help managers understand that distinction and show them how to adapt and respond accordingly. The Service Profit Chain by James L. View Details
- 01 Sep 2008
- News
Faculty Books
Service Profit Chain to Work for Unbeatable Competitive Advantage by James L. Heskett, W. Earl Sasser, and Joe... View Details
- 01 Jun 1999
- News
McArthur Hall Dedication
with Boston Mayor Thomas M. Menino and Professor W. Earl Sasser, senior associate dean and chair, Executive Education. "All of you here today," Clark continued, "faculty and staff who have worked with John,... View Details
- 01 Jun 2007
- News
Faculty Research Online
HBS Working Knowledge is an online forum for innovation in business practice, offering a first look at new thinking from HBS faculty. Read the complete articles summarized below by visiting their Web links. What’s to Be Done about... View Details
- 2015
- Book
What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms
Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure... View Details
Heskett, James L., W. Earl Sasser, and Leonard A. Schlesinger. What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms. Oakland, CA: Berrett-Koehler Publishers, 2015.
- Web
Harvard Business School
Broadcast executive and businessman W. Don Cornwell was hired by Goldman Sachs in 1971 and later promoted to chief operating officer of the investment banking division's corporate finance department. In... View Details
- 2003
- Book
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
Heskett, James L., W. Earl Sasser Jr., and Leonard A. Schlesinger. The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees. New York: Free Press, 2003.
- 01 Dec 1997
- News
Banking on HBS
Senior Associate Dean of Executive Education W. Earl Sasser, Jr., who oversaw the formal development and implementation of EDP, calls it "the most ambitious customized executive education program the School... View Details
Keywords: Garry Emmons
- 01 Feb 1997
- News
OPM Celebrates 21st Anniversary at Gala Florida Reunion
and develop friendships with those outside your class as well." The academic program began early the next day and included presentations by W. Earl Sasser, Jr., the UPS... View Details
- June 2010
- Teaching Note
Southwest Airlines: In a Different World (TN)
By: James L. Heskett and W. Earl Sasser
Teaching Note for 910419. View Details
- 1993
- Other Teaching and Training Material
People, Service, Success: The Service Profit Link
Schlesinger, Leonard A., James Heskett, and W. Earl Sasser. "People, Service, Success: The Service Profit Link." Harvard Business Publishing, 1993. Video. (Volume 1 - The Service Profit Link, Volume 2 - Mobilizing People for Breakthrough Service, Volume 3 - The Lifetime Value of Customers, Volume 4 - Listening to Customers, Volume 5 - Saving Customers with Service Recovery.)
- June 2008
- Case
Rackspace Hosting in Late 2000
By: James L. Heskett and W. Earl Sasser
The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video... View Details
Keywords: Customer Focus and Relationships; Finance; Management Teams; Service Operations; Customer Ownership; Strategy
Heskett, James L., and W. Earl Sasser. "Rackspace Hosting in Late 2000." Harvard Business School Case 808-166, June 2008.
- 07 Jul 2010
- First Look
First Look: July 7
compensation limitations. Purchase this supplement:http://cb.hbsp.harvard.edu/cb/product/310057-PDF-ENG Southwest Airlines: In a Different World James L. Heskett and W. Earl... View Details
Keywords: Martha Lagace
- 01 Feb 2002
- News
The Harvard Clubs of Australia: Networking with a Cause
long the centerpiece of the HCA's activities. The prestigious scholarship, founded by former HCA president and current World Bank president James D. Wolfensohn (MBA '59), awards U.S.$50,000 to students bound... View Details
- 1992
- Other Teaching and Training Material
Achieving Breakthrough Service Teleseminar
- 1992
- Other Teaching and Training Material
Achieving Breakthrough Service
- 01 Oct 1996
- News
"Service-Profit Chain" Links Members of Service Management Unit
years, unit members have studied numerous organizations, ranging from Taco Bell to Intuit, to determine what maximizes profit and growth in service organizations. In so doing, they have formulated a key business dynamic that they term the "service-profit chain,"... View Details
Keywords: Susan Young
- 01 Sep 2015
- News
Alumni and Faculty Books for September 2015
Heskett, W. Earl Sasser, and Leonard A. Schlesinger (Berrett-Koehler) Based on decades of collective field experiences, the authors present anecdotal evidence in support of... View Details
- 01 Mar 2005
- News
Answering the Call
things,” Benihana ads promised). Illustration by PJ Loughran After reading in a trade publication about Benihana’s innovative and efficient use of labor and layout to lower costs and facilitate customer turnaround times, Professor View Details