Filter Results:
(132)
Show Results For
- All HBS Web
(132)
- News (18)
- Research (109)
- Multimedia (2)
- Faculty Publications (86)
Show Results For
- All HBS Web
(132)
- News (18)
- Research (109)
- Multimedia (2)
- Faculty Publications (86)
- 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.)
- 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.)
- 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 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.
- September 1992 (Revised November 1996)
- Case
Royal Automobile Club Rescue Services Division: Transformation Through Technology
By: W. Earl Sasser and Roger H. Hallowell
The Royal Automobile Club uses a new computer and telephone system to improve its service standards and profitability. After the initial impact of changes from technology, the organization faces a need to choose between future technological development or... View Details
Keywords: Technological Innovation; Decision Choices and Conditions; Organizational Change and Adaptation; Information Technology; Corporate Strategy; Service Industry; Auto Industry; United Kingdom
Sasser, W. Earl, and Roger H. Hallowell. "Royal Automobile Club Rescue Services Division: Transformation Through Technology." Harvard Business School Case 693-029, September 1992. (Revised November 1996.)
- February 1988 (Revised May 1989)
- Case
Citicorp Diners Club
By: W. Earl Sasser and Lucy N. Lytle
Keywords: Food and Beverage Industry
Sasser, W. Earl, and Lucy N. Lytle. "Citicorp Diners Club." Harvard Business School Case 688-078, February 1988. (Revised May 1989.)
- 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.
- 1992
- Other Teaching and Training Material
Achieving Breakthrough Service Teleseminar
- 01 Jun 1997
- News
New Releases
managerial formula. His book is designed to help managers understand that distinction and show them how to adapt and respond accordingly. The Service Profit Chain by James L. Heskett, W. View Details
- 01 Sep 2008
- News
Faculty Books
Service Profit Chain to Work for Unbeatable Competitive Advantage by James L. Heskett, W. Earl Sasser, and Joe Wheeler (Harvard Business Press) The authors extend their earlier... View Details
- 1992
- Other Teaching and Training Material
Achieving Breakthrough Service
- September 2000 (Revised June 2002)
- Supplement
Overview of E-Business Pricing Models
By: Lynda M. Applegate, W. Earl Sasser and Kristin Kohler
Supplements National Logistics Management. View Details
Applegate, Lynda M., W. Earl Sasser, and Kristin Kohler. "Overview of E-Business Pricing Models." Harvard Business School Supplement 801-182, September 2000. (Revised June 2002.)