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Supplementary software
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Reference no. 304-174-3
Subject category: Strategy and General Management
Authors: Roger Hallowell (CBS Executive)
Published in: 2004
Format: .wmv
Data source: Field research
Topics: Service; Change; Human resources; Strategy; Communications; Denmark; Bank; Financial services; Employee loyalty
Share a link: https://casecent.re/p/19753
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Abstract

This supplementary software is to accompany the case. The case enables participants to explore how a relatively small Danish Bank transformed itself from being effectively undifferentiated to having the highest customer and employee satisfaction of any major Danish bank, as well as returns to shareholders dramatically above market levels. The case supports discussions of change, strategy, service (and the role of service in customer loyalty and financial returns), as well as human resources.
Location:
Denmark
Industry:
Financial services
Other setting(s):
2003
Abridged version
-
Reference no. 304-175-1
Subject category: Strategy and General Management
Authors: Roger Hallowell (CBS Executive)
Originally published in: 2004
Revision date: 27-Nov-2012
Length: 21 pages
Data source: Field research
Topics: Service; Change; Human resources; Strategy; Communications; Denmark; Bank; Financial services; Employee loyalty
View full details
Abridged version
-
Reference no. 412-065-1
Subject category: Human Resource Management / Organisational Behaviour
Authors: Roger Hallowell (CBS Executive)
Published in: 2012
Length: 16 pages
Data source: Field research
Topics: Change; Strategy; Organizational behavior; Financial crisis; Long-term growth; Human resource management (HRM); Corporate strategy
View full details
Case
-
Reference no. 304-174-1
Subject category: Strategy and General Management
Authors: Roger Hallowell (CBS Executive)
Originally published in: 2004
Revision date: 27-Nov-2012
Length: 31 pages
Data source: Field research
Topics: Service; Change; Human resources; Strategy; Communications; Denmark; Bank; Financial services; Employee loyalty
View full details
Case
-
Reference no. 412-064-1
Subject category: Human Resource Management / Organisational Behaviour
Authors: Roger Hallowell (CBS Executive)
Published in: 2012
Length: 18 pages
Data source: Field research
Topics: Change; Strategy; Organizational behavior; Financial crisis; Long-term growth; Human resource management (HRM); Corporate strategy
View full details

About

Abstract

This supplementary software is to accompany the case. The case enables participants to explore how a relatively small Danish Bank transformed itself from being effectively undifferentiated to having the highest customer and employee satisfaction of any major Danish bank, as well as returns to shareholders dramatically above market levels. The case supports discussions of change, strategy, service (and the role of service in customer loyalty and financial returns), as well as human resources.

Settings

Location:
Denmark
Industry:
Financial services
Other setting(s):
2003

Related

Abridged version
-
Reference no. 304-175-1
Subject category: Strategy and General Management
Authors: Roger Hallowell (CBS Executive)
Originally published in: 2004
Revision date: 27-Nov-2012
Length: 21 pages
Data source: Field research
Topics: Service; Change; Human resources; Strategy; Communications; Denmark; Bank; Financial services; Employee loyalty
View full details
Abridged version
-
Reference no. 412-065-1
Subject category: Human Resource Management / Organisational Behaviour
Authors: Roger Hallowell (CBS Executive)
Published in: 2012
Length: 16 pages
Data source: Field research
Topics: Change; Strategy; Organizational behavior; Financial crisis; Long-term growth; Human resource management (HRM); Corporate strategy
View full details
Case
-
Reference no. 304-174-1
Subject category: Strategy and General Management
Authors: Roger Hallowell (CBS Executive)
Originally published in: 2004
Revision date: 27-Nov-2012
Length: 31 pages
Data source: Field research
Topics: Service; Change; Human resources; Strategy; Communications; Denmark; Bank; Financial services; Employee loyalty
View full details
Case
-
Reference no. 412-064-1
Subject category: Human Resource Management / Organisational Behaviour
Authors: Roger Hallowell (CBS Executive)
Published in: 2012
Length: 18 pages
Data source: Field research
Topics: Change; Strategy; Organizational behavior; Financial crisis; Long-term growth; Human resource management (HRM); Corporate strategy
View full details