Publications
Publications
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- All HBS Web
(339)
- Faculty Publications (136)
- January 2003
- Teaching Note
Wyndham International: Fostering High-Touch with High-Tech (TN)
By: Lynda M. Applegate and Gabriel Piccoli
Teaching Note for (9-803-092). View Details
Keywords: Accommodations Industry
- December 2002 (Revised February 2003)
- Case
Wyndham International: Fostering High-Touch with High-Tech
By: Lynda M. Applegate and Gabriele Piccoli
Examines a hotel chain's attempt to use information technology to achieve market dominance and build customer loyalty during a period of global industry decline. View Details
- September 2002 (Revised January 2003)
- Case
Intrawest Corporation
By: Frances X. Frei, Daniel Rethazy and Corey B. Hajim
Describes the dilemma surrounding Intrawest's growth strategy for the future. The organization must decide whether to continue its present development tactic or use its expertise to diversify its resort products in terms of location and type or spin off associated... View Details
- September 2002 (Revised May 2008)
- Case
The Arts Property and Hotel
By: Arthur I Segel and Ani M Vartanian
Julio Martinez finds himself as one of the owners of the Arts Hotel Project in Barcelona, Spain. The 455-room hotel is managed by the Ritz Carlton and is in a 44-story tower along Barcelona's beachfront. Julio needs to figure out a strategy to maximize his investment,... View Details
- September 2002 (Revised October 2002)
- Case
Orient-Express Hotels
By: Frances X. Frei and Corey B. Hajim
Describes how a hotel and leisure company provides high-end service through its distinctive hotels and trains. Provides an opportunity to learn about the company's unusual quality practices and puts into doubt the unquestioned use of well-known practices, such as... View Details
- September 2002 (Revised January 2013)
- Case
Siebel Systems: Organizing for the Customer
By: Robert Simons and Antonio Davila
Siebel Systems is one of the fastest growing companies in America. Tom Siebel, the company's founder, has organized the business to accommodate growth and focus on the customer. Innovative information technology systems and clear accountability prove to be essential to... View Details
Keywords: Organizational Structure; Applications and Software; Business Growth and Maturation; Information Technology; Performance Evaluation; Performance Expectations; Innovation and Management; Technological Innovation; Customer Focus and Relationships; Management Teams; Information Technology Industry; North and Central America
- January 2002
- Teaching Note
Ritz-Carlton Hotel Company, The TN
By: Sandra J. Sucher
Teaching Note for (9-601-163). View Details
- November 2001 (Revised October 2017)
- Case
GuestFirst Hotel (A): Customer Loyalty
By: Frances X. Frei and Dennis Campbell
Provides a hotel context in which to explore the link between customer loyalty and financial performance, using four years of hotel data. Challenges students to find the extent of the relationship between loyalty and performance. View Details
- November 2001 (Revised October 2017)
- Supplement
GuestFirst Hotel (B): Taking Advantage of Panel Data
By: Frances X. Frei and Dennis Campbell
Supplements the (A) case. View Details
Keywords: Accommodations Industry
- October 2001 (Revised November 2001)
- Case
Club Med (C): The "Re-New" Plan
By: Frances X. Frei, Daniel Rethazy and Hanna Rodriguez-Farrar
Supplements the (A) and (B) cases. View Details
- March 2001 (Revised September 2005)
- Case
Ritz-Carlton Hotel Company, The
By: Sandra J. Sucher and Stacy McManus
In just seven days, the Ritz-Carlton transforms newly hired employees into "Ladies and Gentlemen Serving Ladies and Gentlemen." The case details a new hotel launch, focusing on the unique blend of leadership, quality processes, and values of self-respect and dignity,... View Details
- October 2000 (Revised November 2005)
- Case
Hilton HHonors Worldwide: Loyalty Wars
By: John A. Deighton and Stowe Shoemaker
Hilton Hotels regards the frequent guest program as the industry's most important marketing tool, directing marketing efforts at the heavy user. What is Hilton to do then, when a competitor ups the ante? This case illustrates the economics of frequency marketing in... View Details
- February 2000 (Revised August 2001)
- Case
Astor Park Hotel
By: William J. Poorvu, Arthur I Segel and Matthew C. Lieb
Starwood Hotels, the world's largest REIT, is interested in acquiring an underperforming hotel in the Pacific Northwest. Steve Goldman, Starwood's VP of acquisitions and development, is wondering how much to pay for the property and how to reposition it. View Details
- September 1998
- Supplement
Marriott International: Pathways to Independence
Keywords: Accommodations Industry
- January 1998 (Revised December 2001)
- Case
Fitzpatrick Hotel Group (A)
By: Paul A. Gompers and Catherine M. Conneely
Examines the issues raised in the financing of the Fitzpatrick Hotel Group, an Irish hotelier. The perspective of Paddy Fitzpatrick, founder and CEO at Fitzpatrick Group, and Niall Carroll, founder of ACT Venture Capital, are contrasted. View Details
- January 1998 (Revised May 1999)
- Case
Fitzpatrick Hotel Group (B-2): Paddy Fitzpatrick
By: Paul A. Gompers and Catherine M. Conneely
Supplements the (A) case. View Details
- January 1998 (Revised May 1999)
- Case
Fitzpatrick Hotel Group (B1): Niall Carroll
By: Paul A. Gompers and Catherine M. Conneely
Supplements the (A) case. View Details
- November 1995 (Revised July 1997)
- Case
Fairfield Inn (Abridged)
By: James L. Heskett
Keywords: Accommodations Industry
- August 1995 (Revised January 2007)
- Case
The Schneider Building
By: William J. Poorvu and John H. Vogel Jr.
In May 1995, Jonathan Schneider, the president of the Schneider Co., is faced with several related problems. First, he needs to find a new facility that can accommodate his expanding business. Second, he needs to decide whether to lease or purchase this new facility.... View Details
- April 1995 (Revised June 1996)
- Case
Choice Hotels International, 1995
By: Tarun Khanna and Israel Yellen Ganot
Illustrates the various ways in which Choice Hotels, the franchiser for seven mid-market hotel chains, can realize economies of scope across its multiple products. Also provides an opportunity to discuss the benefits and limitations of various organizational forms... View Details