Publications

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

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

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

Keywords: Product Development; Design; Performance Improvement; Innovation and Management; Information Technology; Customers; Information Management; Business Processes; Learning; Transformation; Service Operations

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

Keywords: Entrepreneurship; Competitive Strategy; Customer Focus and Relationships; Customer Satisfaction; Technological Innovation; Information Technology; Growth and Development Strategy; Business Strategy; Accommodations Industry

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

Find at Harvard

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

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; Accommodations Industry; Accommodations Industry

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

Keywords: Accommodations Industry; Accommodations Industry

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

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

Keywords: Business Subsidiaries; Industry Structures; Competitive Advantage; Organizational Culture; Cost; Customer Satisfaction; Accommodations Industry; United States

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

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

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

September 1999 (Revised January 2000)
Technical Note

Last Mile of Broadband Access, The: Technical Note

By: Jay O. Light, Lynda M. Applegate and Daniel J. Green

Provides an overview of broadband access technology. Includes technical overviews of cable, DSL, fixed wireless, and satellite systems, and suggests the technical suitability of each to accommodate broadband applications. View Details

Keywords: Business Model; Infrastructure; Internet and the Web; Mobile and Wireless Technology