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(132)
- News (18)
- Research (109)
- Multimedia (2)
- 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
- January 1985
- Background Note
Capacity
By: W. Earl Sasser
Sasser, W. Earl. "Capacity." Harvard Business School Background Note 685-057, January 1985.
- September 1982 (Revised March 1986)
- Teaching Note
Hanrahan Motor Co., Teaching Note
By: W. Earl Sasser
Keywords: Industrial Products Industry
- September 1982
- Teaching Note
Hank Kolb, Director, Quality Assurance, Teaching Note
By: W. Earl Sasser
Teaching Note for (9-681-083). View Details
- June 1976 (Revised September 1979)
- Supplement
Roger Clarke (D)
By: W. Earl Sasser
Sasser, W. Earl. "Roger Clarke (D)." Harvard Business School Supplement 676-188, June 1976. (Revised September 1979.)
- 2010
- Case
Playa Dorado
By: W. Earl Sasser
Playa Dorada Beach & Resort in Boca Raton, Florida, faces a growing seasonal demand for tennis services. The number of guests is expected to double in the next few years, and while the tennis facilities are a popular and well-promoted amenity at the resort, court space... View Details
- April 1984 (Revised October 1988)
- Case
Andreas Stihl Machinenfabrik
By: W. Earl Sasser
Sasser, W. Earl. "Andreas Stihl Machinenfabrik." Harvard Business School Case 684-061, April 1984. (Revised October 1988.)
- February 1981 (Revised November 1981)
- Case
Mason Household Products
By: W. Earl Sasser
Keywords: Consumer Products Industry
Sasser, W. Earl. "Mason Household Products." Harvard Business School Case 681-078, February 1981. (Revised November 1981.)
- November 1979 (Revised July 1986)
- Case
Boise Cascade: Manufactured Housing Division, Lafayette Region (A)
By: W. Earl Sasser
Sasser, W. Earl. "Boise Cascade: Manufactured Housing Division, Lafayette Region (A)." Harvard Business School Case 680-079, November 1979. (Revised July 1986.)
- August 1977 (Revised February 1980)
- Case
Sinden Motor Products Corp.
By: W. Earl Sasser
Keywords: Industrial Products Industry
Sasser, W. Earl. "Sinden Motor Products Corp." Harvard Business School Case 677-248, August 1977. (Revised February 1980.)
- June 1976 (Revised September 1979)
- Supplement
Roger Clarke (C)
By: W. Earl Sasser
Sasser, W. Earl. "Roger Clarke (C)." Harvard Business School Supplement 676-187, June 1976. (Revised September 1979.)
- May 1973 (Revised June 1976)
- Case
American Home Shield Corp.
By: W. Earl Sasser
Sasser, W. Earl. "American Home Shield Corp." Harvard Business School Case 673-110, May 1973. (Revised June 1976.)
- February 1972 (Revised August 1977)
- Case
Waffle House, Inc. (J)
By: W. Earl Sasser
Keywords: Food and Beverage Industry
Sasser, W. Earl. "Waffle House, Inc. (J)." Harvard Business School Case 672-101, February 1972. (Revised August 1977.)