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All HBS Web
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- Faculty Publications (2,614)
- 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
- Supplement
The Analyst's Dilemma (B)
By: Joseph L. Badaracco Jr. and Jerry Useem
Supplements the (A) case.
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Keywords:
Investment Banking;
Ethics;
Risk and Uncertainty;
Problems and Challenges;
Financial Services Industry
Badaracco, Joseph L., Jr., and Jerry Useem. "The Analyst's Dilemma (B)." Harvard Business School Supplement 394-057, October 1993.
- 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.)
- fall 1993
- Article
Theory of Risk Capital in Financial Firms
By: Robert C. Merton and André Perold
Merton, Robert C., and André Perold. "Theory of Risk Capital in Financial Firms." Continental Bank Journal of Applied Corporate Finance 6, no. 3 (fall 1993): 16–32.
- 1993
- Chapter
Lessons from the Thrift Crisis
By: C. Y. Baldwin and B. C. Esty
Baldwin, C. Y., and B. C. Esty. "Lessons from the Thrift Crisis." Chap. 2 in Financial Services: Perspectives and Challenges, edited by Samuel L. Hayes III, 35–64. Boston, MA: Harvard Business School Press, 1993.
- 1993
- Chapter
Management of Risk Capital in Financial Firms
By: Robert C. Merton and André Perold
Merton, Robert C., and André Perold. "Management of Risk Capital in Financial Firms." In Financial Services: Perspectives and Challenges, edited by Samuel L. Hayes III, 215–245. Boston, MA: Harvard Business School Press, 1993.
- 1993
- Chapter
Operation and Regulation in Financial Intermediation: A Functional Perspective
By: Robert C. Merton
Keywords:
Financial Markets;
Operations;
Governing Rules, Regulations, and Reforms;
Government and Politics;
Financial Services Industry
Merton, Robert C. "Operation and Regulation in Financial Intermediation: A Functional Perspective." In Operation and Regulation of Financial Markets, edited by P. Englund. Stockholm: Ekonomiska rådet (Sweden), 1993.
- August 1993 (Revised April 1997)
- Case
Southwest Airlines: 1993 (A)
By: James L. Heskett and Roger H. Hallowell
Southwest Airlines, the only major U.S. airline to be profitable in 1992, makes a decision as to which of two new cities to open, or to add a new long-haul route. Provides windows into Southwest's strategy, operations, marketing, and culture.
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Keywords:
Decisions;
Cost Management;
Profit;
Marketing;
Service Operations;
Organizational Culture;
Corporate Strategy;
Expansion;
Air Transportation Industry;
United States
Heskett, James L., and Roger H. Hallowell. "Southwest Airlines: 1993 (A)." Harvard Business School Case 694-023, August 1993. (Revised April 1997.)
- July 1993 (Revised August 1994)
- Case
Laidlaw Environmental Services
Keywords:
Green Technology Industry
Vietor, Richard H.K. "Laidlaw Environmental Services." Harvard Business School Case 794-016, July 1993. (Revised August 1994.)
- June 1993 (Revised May 1995)
- Teaching Note
Roosevelt Financial Group, Inc. TN
By: Mary E. Barth and Krishna G. Palepu
- June 1993
- Case
Laura Ashley (A): Creating a World Class Service Organization in Support of a Global Brand & Federal Express
By: Shoshana Zuboff
Keywords:
Service Operations;
Customer Focus and Relationships;
Performance Effectiveness;
Apparel and Accessories Industry
Zuboff, Shoshana. "Laura Ashley (A): Creating a World Class Service Organization in Support of a Global Brand & Federal Express." Harvard Business School Case 493-018, June 1993.
- May 1993 (Revised July 1995)
- Case
Air Miles
By: John A. Quelch
The chairman and CEO of a U.K.-based frequent buyer travel award program is planning on launching in North America. Management must determine the marketing strategy to be used, specifically how the U.K. program should be altered, whether the U.S. and Canadian markets...
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Keywords:
Marketing Strategy;
Service Delivery;
Market Entry and Exit;
Adaptation;
Product Launch;
Service Industry;
Canada;
United Kingdom;
United States
Quelch, John A. "Air Miles." Harvard Business School Case 593-102, May 1993. (Revised July 1995.)
- May 1993
- Case
Patient Transfusion Services Lab of Central Blood Bank
By: James L. Heskett
The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of convincing a hospital to use economical shared patient transfusion testing services.
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Keywords:
Health Care and Treatment;
Quality;
Service Operations;
Mathematical Methods;
Customer Satisfaction;
Health Industry
Heskett, James L. "Patient Transfusion Services Lab of Central Blood Bank." Harvard Business School Case 693-091, May 1993.
- May 1993
- Teaching Note
Patient Transfusion Services Lab of Central Blood Bank TN
By: James L. Heskett
Teaching Note for (9-693-091).
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Keywords:
Health Industry
- 1993
- Book
Integrating Service Strategy in the Manufacturing Company
By: H. Mathe and R. D. Shapiro
Mathe, H., and R. D. Shapiro. Integrating Service Strategy in the Manufacturing Company. London, New York: Chapman & Hall, 1993.
- April 1993
- Case
Sumiko Ito
By: David A. Thomas
Describes the life and career of the first Japanese female investment banker at Nomura Securities, Sumiko Ito, who later became a partner at Alex Brown, a U.S. investment bank. Organized around the major life events and career transitions Ms. Ito experienced. Set in...
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Keywords:
Investment Banking;
Personal Development and Career;
Gender;
Diversity;
Cross-Cultural and Cross-Border Issues;
Banking Industry;
Banking Industry;
Japan;
England;
United States
Thomas, David A. "Sumiko Ito." Harvard Business School Case 493-011, April 1993.
- April 1993 (Revised December 2001)
- Case
General Dynamics and Computer Sciences Corporation: Outsourcing the IS Function (B)
By: F. Warren McFarlan and Katherine Seger
Designed to look at outsourcing from the perspective of a major computer services company trying to get into the business.
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Keywords:
Communication Technology;
Business Startups;
Business Plan;
Business Strategy;
Job Cuts and Outsourcing;
Financial Management;
Management Teams;
Communication Strategy;
Organizational Design;
Product Design;
Accounting;
Activity Based Costing and Management;
Computer Industry;
Computer Industry
McFarlan, F. Warren, and Katherine Seger. "General Dynamics and Computer Sciences Corporation: Outsourcing the IS Function (B)." Harvard Business School Case 193-145, April 1993. (Revised December 2001.)
- April 1993 (Revised May 1994)
- Case
Prodigy Services Company (A)
By: Lynn S. Paine
Top executives of Prodigy Services Co. must decide how to respond when publicly accused of allowing anti-Semitic messages to be posted on the electronic bulletin boards of the company's interactive computer service. Can they defend free expression while at the same...
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Keywords:
Ethics;
Values and Beliefs;
Communication Intention and Meaning;
Information Technology;
Decision Making;
Law;
Management Teams;
Information Technology Industry
Paine, Lynn S. "Prodigy Services Company (A)." Harvard Business School Case 393-126, April 1993. (Revised May 1994.)
- April 1993
- Supplement
Prodigy Services Company (C)
By: Lynn S. Paine
Describes the organizational aftermath.
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Keywords:
Information Technology Industry
Paine, Lynn S. "Prodigy Services Company (C)." Harvard Business School Supplement 393-128, April 1993.