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- 1991
- Article
Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications
By: Leonard A. Schlesinger and Jeffrey Zornitsky
Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;...
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Schlesinger, Leonard A., and Jeffrey Zornitsky. "Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications." Human Resource Planning 14, no. 2 (1991): 141–149.
- June 1991 (Revised October 1991)
- Case
General Electric: Reg Jones and Jack Welch
By: Francis Aguilar and Christopher A. Bartlett
When GE's retiring Reginald Jones turned the job of CEO over to Jack Welch on April 1, 1981, the Wall Street Journal reported that GE had "decided to replace a legend with a live wire." Some wondered if the young dynamo could fill the elder statesman's very large...
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Keywords:
Management Teams;
Business or Company Management;
Change Management;
Leading Change;
Restructuring;
Investment;
Strategic Planning;
Organizational Change and Adaptation;
Management Succession
Aguilar, Francis, and Christopher A. Bartlett. "General Electric: Reg Jones and Jack Welch." Harvard Business School Case 391-144, June 1991. (Revised October 1991.)
- spring 1991
- Article
Breaking the Cycle of Failure in Services
By: Leonard A. Schlesinger and James Heskett
Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This...
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Keywords:
Goals and Objectives;
Service Delivery;
Success;
Failure;
Management Skills;
Service Industry
Schlesinger, Leonard A., and James Heskett. "Breaking the Cycle of Failure in Services." MIT Sloan Management Review 32, no. 3 (spring 1991): 17–28.
- November 1990 (Revised March 1994)
- Supplement
Digital Equipment Corp.: The Kodak Outsourcing Agreement (B)
By: Lynda M. Applegate and Herminia M. Ibarra
Describes "Frantic Friday," the day the Digital-Kodak contract was scheduled to be signed. Designed to be handed out in class.
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Applegate, Lynda M., and Herminia M. Ibarra. "Digital Equipment Corp.: The Kodak Outsourcing Agreement (B)." Harvard Business School Supplement 191-040, November 1990. (Revised March 1994.)
- February 1990 (Revised July 1992)
- Case
Whistler Corp. (A)
By: Gary P. Pisano
Describes the circumstances surrounding Whistler Corp.'s decision whether or not to continue manufacturing operations in the United States. The company had been experiencing severe problems in its domestic manufacturing operations and was thus unable to compete with...
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Keywords:
Job Cuts and Outsourcing;
Production;
Problems and Challenges;
Competitive Strategy;
Apparel and Accessories Industry;
United States
Pisano, Gary P. "Whistler Corp. (A)." Harvard Business School Case 690-011, February 1990. (Revised July 1992.)
- January 1990
- Teaching Note
Job Search Strategies: Martha Applebaum, Sandy Lansford, and Matt Compton, Teaching Note
By: Shoshana Zuboff
Keywords:
Job Search
- 1990
- Article
Outsourcing: Harbinger of IS's Transformation
By: R. L. Nolan
Nolan, R. L. "Outsourcing: Harbinger of IS's Transformation." Stage by Stage (1990): 1–9.
- June 1989 (Revised November 1991)
- Supplement
Ingersoll-Rand (B): Managing Multiple Channels--1986
Peter Baldwin takes over Clabough's job and is charged with the responsibility to improve sales force morale, control expenses, and improve market share.
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Keywords:
Salesforce Management;
Supply and Industry;
Management Teams;
Industrial Products Industry
Rangan, V. Kasturi. "Ingersoll-Rand (B): Managing Multiple Channels--1986." Harvard Business School Supplement 589-122, June 1989. (Revised November 1991.)
- January 1989 (Revised March 1995)
- Teaching Note
Technology Transfer at a Defense Contractor & (Abridged), Teaching Note
By: Linda A. Hill
Teaching Note for (9-489-084) and (9-490-094).
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- October 1988 (Revised July 2000)
- Case
Matt Compton's Job Search
By: Shoshana Zuboff and Dave DeLong
Matt Compton wrestles with the problems of a post-MBA job search and finds himself captivated by the aggressive recruiting tactics of the large management consulting firms. The case raises issues of how a passive job search that relies on options presented by...
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Zuboff, Shoshana, and Dave DeLong. "Matt Compton's Job Search." Harvard Business School Case 489-057, October 1988. (Revised July 2000.)
- September 1988 (Revised July 2000)
- Case
Alex Dean
By: Shoshana Zuboff, Dave DeLong and Kathleen Scharf
Traces the evolution of Alex Dean's internal and external careers, exploring his psychological and emotional development, as well as seemingly dramatic shifts in career direction from research scientist to venture capitalist. Designed to encourage students to reflect...
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Keywords:
Personal Development and Career;
Jobs and Positions;
Emotions;
Research and Development;
Venture Capital
Zuboff, Shoshana, Dave DeLong, and Kathleen Scharf. "Alex Dean." Harvard Business School Case 489-039, September 1988. (Revised July 2000.)
- June 1988
- Supplement
General Electric Co.: Jack Welch Question and Answer Session, October 28, 1987, Video
By: James L. Heskett
Jack Welch updates an MBA class on events which have taken place since 1984. Answers questions about his job and the task of leading a global company.
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Heskett, James L. "General Electric Co.: Jack Welch Question and Answer Session, October 28, 1987, Video." Harvard Business School Video Supplement 888-525, June 1988.
- February 1988 (Revised July 1990)
- Background Note
Adding Value at the Top: A Perspective on the General Manager's Job
By: Malcolm S. Salter and Howard H. Stevenson
Salter, Malcolm S., and Howard H. Stevenson. "Adding Value at the Top: A Perspective on the General Manager's Job." Harvard Business School Background Note 388-089, February 1988. (Revised July 1990.)
- September 1987 (Revised October 1987)
- Background Note
The Job of the General Manager
By: James L. Heskett
Describes elements of the job of the general manager that are addressed in the Management Policy and Practice course at the Harvard Business School. These include: 1) establishing strategic direction, 2) setting goals and managing standards of performance, 3)...
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Keywords:
Experience and Expertise;
Policy;
Recruitment;
Working Conditions;
Managerial Roles;
Resource Allocation;
Mission and Purpose;
Performance Evaluation;
Strategy;
Value
Heskett, James L. "The Job of the General Manager." Harvard Business School Background Note 388-035, September 1987. (Revised October 1987.)
- October 1986
- Supplement
Colonial Foods: Performance Appraisal Interview, Video Transcript
By: Michael Beer and James G. Clawson
Transcript for Video (9-884-518).
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Beer, Michael, and James G. Clawson. "Colonial Foods: Performance Appraisal Interview, Video Transcript." Harvard Business School Video Supplement 487-027, October 1986.
- 1986
- Article
A Note on Job Matching with Budget Constraints
By: S. J. Mongell and A. E. Roth
Keywords:
Budgets and Budgeting
Mongell, S. J., and A. E. Roth. "A Note on Job Matching with Budget Constraints." Economics Letters 21, no. 2 (1986): 135–138.
- October 1985
- Supplement
CompuServe (C)
By: James L. Heskett
Describes events and raises issues subsequent to Charlie McCall's acceptance of the job of CEO at CompuServe.
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Heskett, James L. "CompuServe (C)." Harvard Business School Supplement 386-096, October 1985.
- October 1985 (Revised November 1986)
- Supplement
CompuServe (D)
By: James L. Heskett
Describes events and raises issues subsequent to Charlie McCall's acceptance of the job as CEO at CompuServe.
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Heskett, James L. "CompuServe (D)." Harvard Business School Supplement 386-097, October 1985. (Revised November 1986.)
- October 1985 (Revised November 1986)
- Supplement
CompuServe (E)
By: James L. Heskett
Describes events and raises issues subsequent to Charlie McCall's acceptance of the job of CEO at CompuServe.
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Heskett, James L. "CompuServe (E)." Harvard Business School Supplement 386-098, October 1985. (Revised November 1986.)
- September 1985
- Background Note
Finding a Job with a Small Company
Describes a process of self-evaluation for working in small companies, discusses small company issues, focuses on some basic search techniques, and ends with a little how-to section. The goal is to facilitate the process of securing a job in a small company and to show...
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Keywords:
Decision Choices and Conditions;
Higher Education;
Recruitment;
Work-Life Balance;
Interests
Stevenson, Howard H. "Finding a Job with a Small Company." Harvard Business School Background Note 386-076, September 1985.