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- All HBS Web
(132)
- News (18)
- Research (109)
- Multimedia (2)
- Faculty Publications (86)
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- June 1986
- Teaching Note
General Electric: Strategic Position--1981, Teaching Note
By: W. Earl Sasser
Teaching Note for (9-381-174). View Details
- 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.)
- 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.)
- June 1986
- Teaching Note
British Steel Corporation: The Korf Contract TN
By: W. Earl Sasser
Teaching Note for (9-481-110). View Details
- 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.
- 1981
- Book
The U.S. Lodging Industry
By: Daryl Wyckoff and W. Earl Sasser
Wyckoff, Daryl and W. Earl Sasser, eds. The U.S. Lodging Industry. Lexington Books, 1981.
- November 1972 (Revised November 1975)
- Case
Dobbs House (B)
By: W. Earl Sasser and John Klug
Sasser, W. Earl, and John Klug. "Dobbs House (B)." Harvard Business School Case 673-059, November 1972. (Revised November 1975.)
- October 1994 (Revised November 1994)
- Case
British Airways: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser and Norman Klein
Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details
Keywords: Debates; Customer Focus and Relationships; Globalized Markets and Industries; Service Delivery; Alliances; Information Technology; Aerospace Industry
Sasser, W. Earl, and Norman Klein. "British Airways: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-065, October 1994. (Revised November 1994.)
- 13 Jan 2009
- First Look
First Look: January 13, 2009
Profit Chain to Work for Unbeatable Competitive Advantage Authors:James L. Heskett, W. Earl Sasser Jr., and Joe Wheeler Publication:Harvard Business Press, 2008 Abstract... View Details
Keywords: Martha Lagace
- 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.)