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Thumbnail image for product with reference number 9-608-S14
Compact case
Federal Express: The Money Back Guarantee (C)
Supplement
-
Reference no. 9-608-S14
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
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Abstract

This is a Spanish version. See (A) case.
Industries:
Air freight service; Transportation
Thumbnail image for product with reference number 5-690-034
Federal Express: The Money Back Guarantee (A), (B), (C), (D) and (E)
Teaching note
-
Reference no. 5-690-034
Subject category: Production and Operations Management
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 1990
Length: 8 pages
View full details
Thumbnail image for product with reference number 9-604-S08
Federal Express: The Money Back Guarantee (A)
Case
-
Reference no. 9-604-S08
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 7 pages
Data source: Field research
Topics: Volunteers; Organizational structure; Diversity; Organizational management; Quality control; Customer service; Customer relationship management; Crisis management
View full details
Thumbnail image for product with reference number 9-624-P03
Compact case
Federal Express: The Money Back Guarantee (A)
Case
-
Reference no. 9-624-P03
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Revision date: 17-Apr-2025
Length: 5 pages
Data source: Field research
Topics: Crisis management; Customer relationship management; Customer service; Organizational structure and design; Quality control; Service delivery
View full details
Thumbnail image for product with reference number 9-690-004
Compact case
Federal Express: The Money Back Guarantee (A)
Case
-
Reference no. 9-690-004
Subject category: Case Method and Specialist Management Disciplines
Authors: Cathy Hart (Loughborough Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 4 pages
Data source: Field research
Topics: Volunteers; Organizational structure; Diversity; Organizational management; Quality control; Customer service; Customer relationship management; Crisis management
View full details
Thumbnail image for product with reference number 9-608-S13
Compact case
Federal Express: The Money Back Guarantee (B)
Supplement
-
Reference no. 9-608-S13
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 3 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Thumbnail image for product with reference number 9-608-S15
Compact case
Federal Express: The Money Back Guarantee (D)
Supplement
-
Reference no. 9-608-S15
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 3 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Thumbnail image for product with reference number 9-608-S16
Compact case
Federal Express: The Money Back Guarantee (E)
Supplement
-
Reference no. 9-608-S16
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 4 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Thumbnail image for product with reference number 9-624-P04
Compact case
Federal Express: The Money Back Guarantee (B)
Supplement
-
Reference no. 9-624-P04
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Revision date: 25-Apr-2025
Length: 3 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Thumbnail image for product with reference number 9-624-P05
Compact case
Federal Express: The Money Back Guarantee (C)
Supplement
-
Reference no. 9-624-P05
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Thumbnail image for product with reference number 9-690-005
Compact case
Federal Express: The Money Back Guarantee (B)
Supplement
-
Reference no. 9-690-005
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 3 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Thumbnail image for product with reference number 9-690-006
Compact case
Federal Express: The Money Back Guarantee (C)
Supplement
-
Reference no. 9-690-006
Subject category: Case Method and Specialist Management Disciplines
Authors: Cathy Hart (Loughborough Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Thumbnail image for product with reference number 9-690-007
Compact case
Federal Express: The Money Back Guarantee (D)
Supplement
-
Reference no. 9-690-007
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Thumbnail image for product with reference number 9-690-008
Compact case
Federal Express: The Money Back Guarantee (E)
Supplement
-
Reference no. 9-690-008
Subject category: Case Method and Specialist Management Disciplines
Authors: Cathy Hart (Loughborough Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 4 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details

About

Abstract

This is a Spanish version. See (A) case.

Settings

Industries:
Air freight service; Transportation

Related

Thumbnail image for product with reference number 5-690-034
Federal Express: The Money Back Guarantee (A), (B), (C), (D) and (E)
Teaching note
-
Reference no. 5-690-034
Subject category: Production and Operations Management
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 1990
Length: 8 pages
View full details
Thumbnail image for product with reference number 9-604-S08
Federal Express: The Money Back Guarantee (A)
Case
-
Reference no. 9-604-S08
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 7 pages
Data source: Field research
Topics: Volunteers; Organizational structure; Diversity; Organizational management; Quality control; Customer service; Customer relationship management; Crisis management
View full details
Thumbnail image for product with reference number 9-624-P03
Compact case
Federal Express: The Money Back Guarantee (A)
Case
-
Reference no. 9-624-P03
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Revision date: 17-Apr-2025
Length: 5 pages
Data source: Field research
Topics: Crisis management; Customer relationship management; Customer service; Organizational structure and design; Quality control; Service delivery
View full details
Thumbnail image for product with reference number 9-690-004
Compact case
Federal Express: The Money Back Guarantee (A)
Case
-
Reference no. 9-690-004
Subject category: Case Method and Specialist Management Disciplines
Authors: Cathy Hart (Loughborough Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 4 pages
Data source: Field research
Topics: Volunteers; Organizational structure; Diversity; Organizational management; Quality control; Customer service; Customer relationship management; Crisis management
View full details
Thumbnail image for product with reference number 9-608-S13
Compact case
Federal Express: The Money Back Guarantee (B)
Supplement
-
Reference no. 9-608-S13
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 3 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Thumbnail image for product with reference number 9-608-S15
Compact case
Federal Express: The Money Back Guarantee (D)
Supplement
-
Reference no. 9-608-S15
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 3 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Thumbnail image for product with reference number 9-608-S16
Compact case
Federal Express: The Money Back Guarantee (E)
Supplement
-
Reference no. 9-608-S16
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 4 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Thumbnail image for product with reference number 9-624-P04
Compact case
Federal Express: The Money Back Guarantee (B)
Supplement
-
Reference no. 9-624-P04
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Revision date: 25-Apr-2025
Length: 3 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Thumbnail image for product with reference number 9-624-P05
Compact case
Federal Express: The Money Back Guarantee (C)
Supplement
-
Reference no. 9-624-P05
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Thumbnail image for product with reference number 9-690-005
Compact case
Federal Express: The Money Back Guarantee (B)
Supplement
-
Reference no. 9-690-005
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 3 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Thumbnail image for product with reference number 9-690-006
Compact case
Federal Express: The Money Back Guarantee (C)
Supplement
-
Reference no. 9-690-006
Subject category: Case Method and Specialist Management Disciplines
Authors: Cathy Hart (Loughborough Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details
Thumbnail image for product with reference number 9-690-007
Compact case
Federal Express: The Money Back Guarantee (D)
Supplement
-
Reference no. 9-690-007
Subject category: Case Method and Specialist Management Disciplines
Authors: Christopher W Hart (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 2 pages
Data source: Field research
Topics: Quality control; Customer service; Customer relationship management
View full details
Thumbnail image for product with reference number 9-690-008
Compact case
Federal Express: The Money Back Guarantee (E)
Supplement
-
Reference no. 9-690-008
Subject category: Case Method and Specialist Management Disciplines
Authors: Cathy Hart (Loughborough Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 27 October 1989
Length: 4 pages
Data source: Field research
Topics: Customer relationship management; Customer service; Quality control
View full details