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      • July 2003 (Revised September 2003)
      • Case

      Refinancing of Shanghai General Motors (A), The

      By: Mihir A. Desai and Mark Veblen
      The CFO of General Motors' joint venture in Shanghai, Shanghai General Motors (SGM), wants to refinance almost $900 million of project finance it raised to begin operations. The highest priority is improving the terms of the financing with regard to costs and specific... View Details
      Keywords: Business Subsidiaries; Multinational Firms and Management; Joint Ventures; Financing and Loans; Auto Industry; Shanghai
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      Desai, Mihir A., and Mark Veblen. "Refinancing of Shanghai General Motors (A), The." Harvard Business School Case 204-031, July 2003. (Revised September 2003.)
      • July 2003 (Revised September 2003)
      • Case

      Refinancing of Shanghai General Motors (B), The

      By: Mihir A. Desai and Mark Veblen
      This case provides the outcome to "The Refinancing of Shanghai General Motors (A)" in which the CFO of General Motors' joint venture in Shanghai, Shanghai General Motors (SGM), wants to refinance almost $900 million of project finance it raised to begin operations. The... View Details
      Keywords: Business Subsidiaries; Multinational Firms and Management; Joint Ventures; Financing and Loans; Auto Industry; Shanghai
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      Desai, Mihir A., and Mark Veblen. "Refinancing of Shanghai General Motors (B), The." Harvard Business School Case 204-025, July 2003. (Revised September 2003.)
      • July 2003
      • Teaching Note

      Home Depot, Inc., in the New Millennium (TN)

      By: Krishna G. Palepu
      Teaching Note for (9-101-117). View Details
      Keywords: Accommodations Industry
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      Palepu, Krishna G. "Home Depot, Inc., in the New Millennium (TN)." Harvard Business School Teaching Note 104-001, July 2003.
      • 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
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      Applegate, Lynda M., and Gabriel Piccoli. "Wyndham International: Fostering High-Touch with High-Tech (TN)." Harvard Business School Teaching Note 803-123, January 2003.
      • 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
      Keywords: Entrepreneurship; Competitive Strategy; Customer Focus and Relationships; Customer Satisfaction; Technological Innovation; Information Technology; Growth and Development Strategy; Business Strategy; Accommodations Industry
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      Applegate, Lynda M., and Gabriele Piccoli. "Wyndham International: Fostering High-Touch with High-Tech." Harvard Business School Case 803-092, December 2002. (Revised February 2003.)
      • 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
      Keywords: Diversification; Growth and Development Strategy; Accommodations Industry; Accommodations Industry
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      Frei, Frances X., Daniel Rethazy, and Corey B. Hajim. "Intrawest Corporation." Harvard Business School Case 603-001, September 2002. (Revised January 2003.)
      • 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
      Keywords: Investment; Agreements and Arrangements; Property; Strategy; Accommodations Industry; Accommodations Industry; Barcelona
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      Segel, Arthur I., and Ani M Vartanian. "The Arts Property and Hotel." Harvard Business School Case 803-009, September 2002. (Revised May 2008.)
      • 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
      Keywords: Service Operations; Quality; Management; Opportunities; Practice; Programs; Motivation and Incentives; Brands and Branding; Service Industry; Service Industry
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      Frei, Frances X., and Corey B. Hajim. "Orient-Express Hotels." Harvard Business School Case 603-024, September 2002. (Revised October 2002.)
      • 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
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      Simons, Robert, and Antonio Davila. "Siebel Systems: Organizing for the Customer." Harvard Business School Case 103-014, September 2002. (Revised January 2013.)
      • January 2002
      • Teaching Note

      Ritz-Carlton Hotel Company, The TN

      By: Sandra J. Sucher
      Teaching Note for (9-601-163). View Details
      Keywords: Accommodations Industry; Accommodations Industry
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      Sucher, Sandra J. "Ritz-Carlton Hotel Company, The TN." Harvard Business School Teaching Note 602-113, January 2002.
      • 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
      Keywords: Motivation and Incentives; Mathematical Methods; Finance; Performance; Relationships; Customer Focus and Relationships; Data and Data Sets; Accommodations Industry
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      Frei, Frances X., and Dennis Campbell. "GuestFirst Hotel (A): Customer Loyalty." Harvard Business School Case 602-099, November 2001. (Revised October 2017.)
      • 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
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      Frei, Frances X., and Dennis Campbell. "GuestFirst Hotel (B): Taking Advantage of Panel Data." Harvard Business School Supplement 602-111, November 2001. (Revised October 2017.)
      • 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
      Keywords: Business Subsidiaries; Industry Structures; Competitive Advantage; Organizational Culture; Cost; Customer Satisfaction; Accommodations Industry; United States
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      Frei, Frances X., Daniel Rethazy, and Hanna Rodriguez-Farrar. Club Med (C): The "Re-New" Plan. Harvard Business School Case 602-089, October 2001. (Revised November 2001.)
      • 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
      Keywords: Customer Satisfaction; Innovation and Invention; Leadership; Brands and Branding; Product Launch; Service Operations; Performance Improvement; Problems and Challenges; Quality; Status and Position; Culture; Value Creation; Accommodations Industry; Accommodations Industry
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      Sucher, Sandra J., and Stacy McManus. "Ritz-Carlton Hotel Company, The." Harvard Business School Case 601-163, March 2001. (Revised September 2005.)
      • 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
      Keywords: Customer Relationship Management; Decision Choices and Conditions; Brands and Branding; Competitive Strategy; Accommodations Industry
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      Deighton, John A., and Stowe Shoemaker. "Hilton HHonors Worldwide: Loyalty Wars." Harvard Business School Case 501-010, October 2000. (Revised November 2005.) (request a courtesy copy.)
      • 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
      Keywords: Entrepreneurship; Mergers and Acquisitions; Asset Pricing; Property; Investment; Accommodations Industry; Northwestern United States
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      Poorvu, William J., Arthur I Segel, and Matthew C. Lieb. "Astor Park Hotel." Harvard Business School Case 800-194, February 2000. (Revised August 2001.)
      • September 1998
      • Supplement

      Marriott International: Pathways to Independence

      By: Rosabeth M. Kanter
      Keywords: Accommodations Industry
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      Kanter, Rosabeth M. "Marriott International: Pathways to Independence." Harvard Business School Video Supplement 399-503, September 1998.
      • 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
      Keywords: Financing and Loans; Venture Capital; Perspective; Accommodations Industry; Republic of Ireland
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      Gompers, Paul A., and Catherine M. Conneely. "Fitzpatrick Hotel Group (A)." Harvard Business School Case 298-002, January 1998. (Revised December 2001.)
      • 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
      Keywords: Venture Capital; Perspective; Financing and Loans; Accommodations Industry; Republic of Ireland
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      Gompers, Paul A., and Catherine M. Conneely. "Fitzpatrick Hotel Group (B-2): Paddy Fitzpatrick." Harvard Business School Case 298-004, January 1998. (Revised May 1999.)
      • 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
      Keywords: Venture Capital; Perspective; Financing and Loans; Accommodations Industry; Republic of Ireland
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      Gompers, Paul A., and Catherine M. Conneely. "Fitzpatrick Hotel Group (B1): Niall Carroll." Harvard Business School Case 298-003, January 1998. (Revised May 1999.)
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