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- All HBS Web
(132)
- News (18)
- Research (109)
- Multimedia (2)
- Faculty Publications (86)
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- 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
- 04 Oct 2011
- First Look
First Look: October 4
supplement:http://cb.hbsp.harvard.edu/cb/product/312038-PDF-ENG Earl Martin Phalen: Ready to ROAR? Noam Wasserman and Julia TaylorHarvard Business School Case 812-024 Earl Martin Phalen is in the midst of... View Details
Keywords: Sean Silverthorne
- 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.)
- June 2010
- Teaching Note
Southwest Airlines: In a Different World (TN)
By: James L. Heskett and W. Earl Sasser
Teaching Note for 910419. View Details
- September 1999 (Revised April 2001)
- Case
Credit Suisse (A) (Abridged)
By: W. Earl Sasser and William E. Fulmer
Credit Suisse is looking for ways to differentiate itself from current and likely competitors. After two years of restructuring, the bank's leadership wants profitable growth. It has decided to emphasize customer service. View Details
Keywords: Restructuring; Competitive Advantage; Customer Satisfaction; Banks and Banking; Growth and Development Strategy; Banking Industry; Retail Industry
Sasser, W. Earl, and William E. Fulmer. "Credit Suisse (A) (Abridged)." Harvard Business School Case 800-154, September 1999. (Revised April 2001.)
- March 1981 (Revised February 1993)
- Case
Hank Kolb, Director, Quality Assurance
By: Frank S. Leonard and W. Earl Sasser
Designed to introduce the systemic nature of product quality and the complexity of quality problems. Uses a new director, quality assurance, and the discovery of a quality problem. The new director has to decide if it is a real problem, what to do about it, and how to... View Details
Keywords: Leadership; Product; Organizational Culture; Problems and Challenges; Quality; Attitudes; Complexity
Leonard, Frank S., and W. Earl Sasser. "Hank Kolb, Director, Quality Assurance." Harvard Business School Case 681-083, March 1981. (Revised February 1993.)
- December 1974 (Revised May 1990)
- Case
Hartford Steam Boiler Inspection and Insurance Co.
By: W. Earl Sasser and Robert L. Banks
Keywords: Insurance Industry
Sasser, W. Earl, and Robert L. Banks. "Hartford Steam Boiler Inspection and Insurance Co." Harvard Business School Case 675-088, December 1974. (Revised May 1990.)
- January 1973 (Revised July 1988)
- Case
THE Investment Corp.
By: W. Earl Sasser and John R. Klug
Sasser, W. Earl, and John R. Klug. "THE Investment Corp." Harvard Business School Case 673-065, January 1973. (Revised July 1988.)
- June 2010
- Teaching Note
Playa Dorada Tennis Club: Expansion Strategy (Brief Case)
By: W. Earl Sasser Jr. and Brent Kazan
Teaching Note for 4221. View Details
- June 2010
- Case
Playa Dorada Tennis Club: Expansion Strategy
By: W. Earl Sasser Jr. and Brent Kazan
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
Keywords: Service Operations; Planning; Price; Expansion; Tourism Industry; Accommodations Industry; Travel Industry; Florida
Sasser, W. Earl, Jr., and Brent Kazan. "Playa Dorada Tennis Club: Expansion Strategy." Harvard Business School Brief Case 104-221, June 2010.
- February 1980 (Revised August 1980)
- Background Note
Lodging Industry
By: Daryl D Wyckoff and W. Earl Sasser
Keywords: Accommodations Industry
Wyckoff, Daryl D., and W. Earl Sasser. "Lodging Industry." Harvard Business School Background Note 680-116, February 1980. (Revised August 1980.)
- 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.
- July–August 1990
- Article
The Profitable Art of Service Recovery
By: C. Hart, J. Heskett and W. Earl Sasser
Keywords: Profit
Hart, C., J. Heskett, and W. Earl Sasser. "The Profitable Art of Service Recovery." Harvard Business Review 68, no. 4 (July–August 1990): 148–156.
- 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.)
- January 2001
- Case
World Bank and Knowledge Management, The: The Case of the Urban Services Thematic Group
By: William E. Fulmer and W. Earl Sasser
The World Bank has implemented a knowledge management initiative. One of its communities of practice is to take the lead in a $50 billion commitment to address urban slums. The community of practice is struggling with its mission and how knowledge management can help. View Details
Keywords: Urban Development; Knowledge Management; Problems and Challenges; Financial Services Industry
Fulmer, William E., and W. Earl Sasser. "World Bank and Knowledge Management, The: The Case of the Urban Services Thematic Group." Harvard Business School Case 801-157, January 2001.
- October 1999
- Case
Credit Suisse (C)
By: W. Earl Sasser and William E. Fulmer
Supplements either Credit Suisse (A) or Credit Suisse (A) (Abridged). View Details
Keywords: Banking Industry
Sasser, W. Earl, and William E. Fulmer. "Credit Suisse (C)." Harvard Business School Case 800-168, October 1999.
- October 1999
- Case
Credit Suisse (D)
By: W. Earl Sasser and William E. Fulmer
Supplements either Credit Suisse (A) or Credit Suisse (A) (Abridged). View Details
Keywords: Banking Industry
Sasser, W. Earl, and William E. Fulmer. "Credit Suisse (D)." Harvard Business School Case 800-169, October 1999.