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(132)
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- Research (109)
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- Faculty Publications (86)
Show Results For
- All HBS Web
(132)
- News (18)
- Research (109)
- Multimedia (2)
- Faculty Publications (86)
- 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.)
- 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
- Web
AASU50 - Alumni
MBA 2006 Natalie C. Eckford, MBA 2006 Alice S. Vilma, MBA 2007 Charissa G. Lawrence, MBA 2007 Earl A. Gordon, Jr., MBA 2008 Lori Bowden Estiverne, MBA 2008 Damien A. Hooper-Campbell, MBA 2009 Lauryn A. Hale, MBA 2009 Ainsworth C.... View Details
- 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.
- 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.
- 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 Feb 2001
- News
HBSi Combines HBS Content with State-of-the-Art Technology
creation of leading-edge business knowledge and its dissemination to executives. "HBSi's winning combination of e-learning technology and seasoned educators will extend the reach and impact of the School to every level of a firm and to all corners of the world," said... View Details
- 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.)
- April 1976
- Background Note
Capacity Planning for Service Firms
By: W. Earl Sasser
Sasser, W. Earl. "Capacity Planning for Service Firms." Harvard Business School Background Note 676-165, April 1976.
- September 1971 (Revised September 1983)
- Case
Gentle Electric Co.
By: W. Earl Sasser
Designed to illustrate various levels of complexity in determining optimum order sizes for a single item inventory policy. Students are asked to evaluate the impact of recent operational changes on the firm's ordering policy. Intended to follow the students' initial... View Details
Sasser, W. Earl. "Gentle Electric Co." Harvard Business School Case 672-038, September 1971. (Revised September 1983.)
- December 1984 (Revised January 1985)
- Case
Barilla G. & R.F.lli, S.p.A.
By: W. Earl Sasser
Keywords: Food and Beverage Industry
Sasser, W. Earl. "Barilla G. & R.F.lli, S.p.A." Harvard Business School Case 685-032, December 1984. (Revised January 1985.)
- June 1976 (Revised November 1980)
- Supplement
Roger Clarke (B)
By: W. Earl Sasser
Sasser, W. Earl. "Roger Clarke (B)." Harvard Business School Supplement 676-186, June 1976. (Revised November 1980.)
- April 1975 (Revised November 1987)
- Case
Medibus, Inc.
By: W. Earl Sasser
Sasser, W. Earl. "Medibus, Inc." Harvard Business School Case 675-177, April 1975. (Revised November 1987.)
- September 1973 (Revised October 1980)
- Case
Sea Pines Racquet Club
By: W. Earl Sasser
The student is required to develop a strategy for a tennis club of a large resort area. The tennis director must decide how many courts he needs to build within the next three years, what surface they should have, and how much he should charge for their use.... View Details
Keywords: Price; Service Operations; Organizations; Performance Capacity; Planning; Strategy; Accommodations Industry; Sports Industry
Sasser, W. Earl. "Sea Pines Racquet Club." Harvard Business School Case 674-011, September 1973. (Revised October 1980.)
- March 1973 (Revised September 1980)
- Case
Chalet Susse International
By: W. Earl Sasser
Keywords: Accommodations Industry
Sasser, W. Earl. "Chalet Susse International." Harvard Business School Case 673-090, March 1973. (Revised September 1980.)
- June 1986
- Teaching Note
General Electric: Strategic Position--1981, Teaching Note
By: W. Earl Sasser
Teaching Note for (9-381-174). View Details
- 01 Jun 2007
- News
Faculty Research Online
make performance reviews more productive and less distasteful. Should they be disengaged from the determination of compensation and, if so, how? Visit http://hbswk.hbs.edu/item/5563.html. Grooming Next-Generation Leaders Professors Earl... View Details
- January 1985
- Background Note
Capacity
By: W. Earl Sasser
Sasser, W. Earl. "Capacity." Harvard Business School Background Note 685-057, January 1985.