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All HBS Web
(12,840)
- Faculty Publications (3,319)
- November 1993 (Revised December 2004)
- Case
Elizabeth Fisher (A)
By: David A. Thomas
Elizabeth Fisher is a graduating MBA who must reconcile her job search with Paul, her fiance's, job constraints. The case gives vivid detail of Elizabeth and Paul's process. At one point, the two must decide whether to have a commuter marriage or have Paul give up his...
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Thomas, David A. "Elizabeth Fisher (A)." Harvard Business School Case 494-002, November 1993. (Revised December 2004.)
- November 1993 (Revised December 2004)
- Supplement
Elizabeth Fisher (B)
By: David A. Thomas
Continues the discussion of the job search.
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Thomas, David A. "Elizabeth Fisher (B)." Harvard Business School Supplement 494-003, November 1993. (Revised December 2004.)
- November 1993 (Revised November 1993)
- Supplement
Elizabeth Fisher (C)
By: David A. Thomas
Continues the discussion of the job search.
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Thomas, David A. "Elizabeth Fisher (C)." Harvard Business School Supplement 494-004, November 1993. (Revised November 1993.)
- November – December 1993
- Response
'Is It Too Late for Pacer to Change Course?' A Response to 'When New Products and Customer Loyalty Collide'
Leonard-Barton, D. A. "'Is It Too Late for Pacer to Change Course?' A Response to 'When New Products and Customer Loyalty Collide'." Harvard Business Review 71, no. 6 (November–December 1993): 25–28.
- 1 Nov 1993
- Conference Presentation
Information Technology's Role in Transforming Customer Service
By: Jim I. Cash Jr.
- October 1993 (Revised March 2001)
- Case
Connecticut Spring and Stamping Corp. (A)
By: H. Kent Bowen
Connecticut Spring and Stamping Corp. (CSSC) is a small, privately owned metal working company with a reputation for providing quality products to its customers. CSSC's business is primarily the production of springs and stamped parts used in a variety of mechanical...
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Bowen, H. Kent. "Connecticut Spring and Stamping Corp. (A)." Harvard Business School Case 694-009, October 1993. (Revised March 2001.)
- October 1993 (Revised April 1994)
- Case
Jack Welch: General Electric's Revolutionary
By: Joseph L. Bower and Jay Dial
Describes the work of Jack Welch as CEO of General Electric from 1981 to 1992, focusing particularly on his transformation of the company's portfolio through extensive dispositions and acquisitions and the company's culture through a mandated process called "work out."...
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Keywords:
Acquisition;
Transformation;
Investment Portfolio;
Leadership Style;
Management;
Organizational Culture;
Personal Development and Career
Bower, Joseph L., and Jay Dial. "Jack Welch: General Electric's Revolutionary." Harvard Business School Case 394-065, October 1993. (Revised April 1994.)
- October 1993 (Revised July 1997)
- Case
Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)
By: Roy D. Shapiro and Michael D. Watkins
AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement...
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Keywords:
Customer Satisfaction;
Policy;
Compensation and Benefits;
Performance Evaluation;
Quality;
System;
Telecommunications Industry
Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)." Harvard Business School Case 694-047, October 1993. (Revised July 1997.)
- October 1993 (Revised March 2023)
- Case
Conflict on a Trading Floor (A)
By: Joseph L. Badaracco Jr. and Jerry Useem
A junior salesperson on FirstAmerica Bank's trading floor is assisting a top salesperson, Linda, on a deal to finance the construction of a new cruise ship for Poseidon Cruise Lines. While the terms of the deal are being worked out, he realizes Linda has taken...
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Badaracco, Joseph L., Jr., and Jerry Useem. "Conflict on a Trading Floor (A)." Harvard Business School Case 394-060, October 1993. (Revised March 2023.)
- October 1993 (Revised September 1994)
- Case
Catalina Marketing Corp.
By: David E. Bell, Walter J. Salmon and Dinny Starr
Catalina Marketing is a very successful marketing service firm. Their current customers include major supermarket retailers and consumer products manufacturers nation-wide. Catalina provides a unique way for these clients to distribute coupons for their products via...
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Keywords:
Advertising;
Information Management;
Expansion;
Product;
Salesforce Management;
Information Technology;
Growth and Development Strategy;
Customer Value and Value Chain;
Advertising Industry
Bell, David E., Walter J. Salmon, and Dinny Starr. "Catalina Marketing Corp." Harvard Business School Case 594-026, October 1993. (Revised September 1994.)
- October 1993
- Article
Developer-user Interaction and User Satisfaction in Internal Technology Transfer
By: D. A. Leonard-Barton and D. Sinha
Leonard-Barton, D. A., and D. Sinha. "Developer-user Interaction and User Satisfaction in Internal Technology Transfer." Academy of Management Journal 36, no. 5 (October 1993): 1125–1139.
- autumn 1993
- Article
Motivational Synergy: Toward New Conceptualizations of Intrinsic and Extrinsic Motivation in the Workplace
By: T. M. Amabile
The foundation for a model of motivational synergy is presented. Building upon but going beyond previous conceptualizations, the model outlines the ways in which intrinsic motivation (which arises from the intrinsic value of the work for the individual) might interact...
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Keywords:
Motivation and Incentives;
Theory;
Creativity;
Situation or Environment;
Organizational Culture
Amabile, T. M. "Motivational Synergy: Toward New Conceptualizations of Intrinsic and Extrinsic Motivation in the Workplace." Human Resource Management Review 3, no. 3 (autumn 1993): 185–201.
- September 1993 (Revised October 1993)
- Supplement
First National City Bank Operating Group (C)
By: John P. Kotter and Andrew P. Burtis
Provides a short summary of John Reed's succession at City Bank from Executive Vice President in 1976 to CEO in 1984.
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Kotter, John P., and Andrew P. Burtis. "First National City Bank Operating Group (C)." Harvard Business School Supplement 494-035, September 1993. (Revised October 1993.)
- September 1993
- Article
Maximizing the Utility of Customer Product Testing: Beta Test Design and Management
By: R. J. Dolan
- 1993
- Other Unpublished Work
Catching the Next Wave: Why Good Customers Make It Hard
By: Joseph L. Bower and C. M. Christensen
- 1993
- Chapter
Customer Relationships in the 1990s
By: D. B. Crane
Keywords:
Customer Focus and Relationships
- 1993
- Chapter
Decomposing a Brand's Customer Franchise into Buyer Types
By: J. McQueen, J. Foley and J. A. Deighton
- 1 Aug 1993
- Conference Presentation
Social and Personal Influences on Professional Artist' Creativity
By: Teresa M. Amabile, E. Phillips and M. A. Collins
- July 1993
- Case
Air Miles Canada
By: Thomas O. Jones, Leonard A. Schlesinger and Roger H. Hallowell
Air Miles Canada both increases customer loyalty by rewarding shopping frequency at specified merchants, and enables its sponsors to develop a new, more complex understanding of their customers' (and potential customers') shopping habits, thus making future customer...
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Keywords:
Programs;
Customer Relationship Management;
Information Management;
Air Transportation Industry;
Canada
Jones, Thomas O., Leonard A. Schlesinger, and Roger H. Hallowell. "Air Miles Canada." Harvard Business School Case 694-008, July 1993.