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Show Results For
- All HBS Web
(132)
- News (18)
- Research (109)
- Multimedia (2)
- Faculty Publications (86)
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- 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.
- 2003
- Class Lecture
Why Customers Matter
Keywords: Customer Value and Value Chain
Sasser, W. Earl, Jr. "Why Customers Matter." Boston: Harvard Business School Publishing Class Lecture, 2003. Electronic. (Faculty Lecture: HBSP Product Number 1490C.)
- January 1970 (Revised March 1987)
- Case
Ace Welding Equipment, Inc.
By: Edward W. Davis and W. Earl Sasser
Keywords: Construction Industry
Davis, Edward W., and W. Earl Sasser. "Ace Welding Equipment, Inc." Harvard Business School Case 670-012, January 1970. (Revised March 1987.)
- July 2016
- Case
Cataumet Boats, Inc.
By: W. Earl Sasser and Mark Davis
Jaime Giancola, an MBA student, has recently completed an operations management course in which aggregate production planning (APP) was one of the topics. She believes that her family's business, Cataumet Boats, which her grandparents started and which her mother and... View Details
Keywords: Business or Company Management; Family Business; Production; Cost Management; Transportation; Customer Satisfaction
Sasser, W. Earl, and Mark Davis. "Cataumet Boats, Inc." Harvard Business School Brief Case 917-509, July 2016.
- 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.)
- 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.
- July 1988
- Case
Boston Ballet
By: W. Earl Sasser and Lucy N. Lytle
Sasser, W. Earl, and Lucy N. Lytle. "Boston Ballet." Harvard Business School Case 688-114, July 1988.
- December 1975 (Revised November 1987)
- Case
Flair, Inc.
By: W. Earl Sasser and R. P. Olsen
Sasser, W. Earl, and R. P. Olsen. "Flair, Inc." Harvard Business School Case 676-094, December 1975. (Revised November 1987.)
- July 2016
- Supplement
Cataumet Boats, Inc., Spreadsheet for Instructors (Brief Case)
By: W. Earl Sasser
- February 1986
- Supplement
Comtec Electronics, Inc. (B)
By: W. Earl Sasser
Sasser, W. Earl. "Comtec Electronics, Inc. (B)." Harvard Business School Supplement 686-113, February 1986.
- September 1982 (Revised March 1986)
- Teaching Note
Great Lakes Diversified Corp.: The Detroit Plant (TN)
By: W. Earl Sasser
- September 1982
- Teaching Note
Mattson Foods, Inc.: The Bardolini Division, Teaching Note
By: W. Earl Sasser
Keywords: Food and Beverage Industry
- September 1976 (Revised October 1980)
- Teaching Note
Sea Pines Racquet Club, Teaching Note
By: W. Earl Sasser
Teaching Note for (9-674-011). View Details
- September 1976
- Teaching Note
Benihana of Tokyo, Teaching Note
By: W. Earl Sasser
Keywords: Food and Beverage Industry
- June 1976 (Revised September 1986)
- Case
Roger Clarke (A)
By: W. Earl Sasser
Sasser, W. Earl. "Roger Clarke (A)." Harvard Business School Case 676-185, June 1976. (Revised September 1986.)