Service Management cases List


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  • Benihana of Tokyo by W. Earl Sasser
  • Commerce Bank by Frances X. Frei
  • Euro Disney: The First 100 Days by Gary W. Loveman, Leonard A. Schlesinger
  • Four Seasons Goes to Paris: “53 Properties, 24 Countries, 1 Philosophy” by Roger Hallowell, Carin-Isabel Knoop
  • Innovation at Progressive (A): Pay-As-You-Go Insurance by Frances X. Frei
  • Intermountain Health Care by Richard Bohmer, Amy C. Edmondson
  • JetBlue Airways: Starting from Scratch by Jody Hoffer Gittell
  • Laura Ashley and Federal Express Strategic Alliance by Gary W. Loveman
  • NYPD New by James L. Heskett
  • Pilgrim Bank (A): Customer Profitability by Frances X. Frei
  • Rapid Rewards at Southwest Airlines by Frances X. Frei
  • Ritz-Carlton Hotel Co. by Sandra J. Sucher
  • Shouldice Hospital James L. Heskett
  • Shouldice Hospital Ltd. (Abridged) by Roger Hallowell, James L. Heskett
  • Southwest Airlines 2002: An Industry Under Siege by James L. Heskett
  • Southwest Airlines: In a Different World by James L. Heskett, W. Earl Sasser Jr.
  • Southwest Airlines–1993 (A) by James L. Heskett, Roger Hallowell
  • University Health Services: Walk-In Clinic by David H. Maister
  • 2009: Clothing, Customer Service, and Company Culture by Frances X. Frei, Robin J. Ely, Laura Winig
  • Zipcar: Influencing Customer Behavior by Frances X. Frei

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