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spring 1991
Article

Breaking the Cycle of Failure in Services

By: Leonard A. Schlesinger and James Heskett

Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details

Keywords: Goals and Objectives; Service Delivery; Success; Failure; Management Skills; Service Industry

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Article

Enfranchisement of Service Workers

By: Leonard A. Schlesinger and James Heskett

Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1.... View Details

Keywords: Motivation and Incentives; Franchise Ownership; Employees; Compensation and Benefits; Service Industry; Japan; United States

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October 1990
Case

Caldwell Partners International, Inc.

By: James L. Heskett and Leonard A. Schlesinger

May 1990
Teaching Note

Girl Scouts of the U.S.A. (A), (B), and (C), Teaching Note

By: James L. Heskett and Leonard A. Schlesinger

November 1989
Case

Girl Scouts of the U.S.A. (C)

Keywords: Nonprofit Organizations; United States

November 1989
Case

Girl Scouts of the U.S.A. (B)

Keywords: Nonprofit Organizations; United States

November 1989 (Revised June 1993)
Case

Girl Scouts of the U.S.A. (A)

Keywords: Nonprofit Organizations; United States

June 1989 (Revised May 1993)
Case

Fairfield Inn (A)

The Fairfield Inn, an economy hotel venture by the Marriott Corp., has developed a novel method for selecting and measuring the performance of its hotel personnel that fits the company's strategy. Because it faces the need to grow rapidly, questions have arisen as to... View Details

Keywords: Selection and Staffing; Innovation and Invention; Growth and Development Strategy; Franchise Ownership; Performance Evaluation; Corporate Strategy; Accommodations Industry