Publications
Publications
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- All HBS Web
(647)
- Faculty Publications (170)
- March 2006 (Revised April 2008)
- Teaching Note
GuestFirst Hotel (TN) (A) and (B)
By: Frances X. Frei and Dennis Campbell
Keywords: Accommodations Industry
- March 2006
- Background Note
Customer-Introduced Variability in Service Operations
By: Frances X. Frei
Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate the effects of the apparent trade-off between reducing variability and diminishing the service experience or... View Details
- February 2006
- Supplement
Gary Loveman of Harrah's at Harvard Business School: Harrah's Total Rewards
By: John A. Deighton
- August 2005 (Revised April 2008)
- Teaching Note
GuestFirst Hotel (B): Statistics Review with Data Desk (TN)
By: Frances X. Frei
Presents an overview of the statistical analysis covered in the case discussion. View Details
- April 2004
- Teaching Note
The Arts Property and Hotel (TN)
By: Arthur I Segel
Teaching Note to (9-803-009). View Details
- 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
- 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
- July 2003
- Teaching Note
Home Depot, Inc., in the New Millennium (TN)
Teaching Note for (9-101-117). View Details
Keywords: Accommodations Industry
- May 2003
- Module Note
Product Development Process Design and Improvement
By: Stefan H. Thomke
Describes the conceptual foundations and pedagogy for a module on the design and improvement of processes for the development of products and services. Can also be used as part of a more general course on Managing Technology and Innovation. Central to Managing Product... View Details
- 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