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Exercise
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Reference no. 9-690-061
Subject category: Case Method and Specialist Management Disciplines
Authors: Leonard Schlesinger (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1990
Version: 2 March 1992
Length: 7 pages
Topics: Automobiles; Customer relations; Customer service; Services
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Abstract

To be used in conjunction with Ford Motor Co.: Dealer Sales and Service.
Teaching note
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Reference no. 5-690-063
Subject category: Case Method and Specialist Management Disciplines
Authors: Leonard Schlesinger (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 1990
Length: 9 pages
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Case
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Reference no. 9-690-030
Subject category: Case Method and Specialist Management Disciplines
Authors: M Pelofsky (Harvard Business Review); Leonard Schlesinger (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 28 February 1992
Length: 21 pages
Data source: Field research
Topics: Change management; Customer relationship management; Customer service; Distribution channels; Franchises; Organizational change; Relationships; Service management
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About

Abstract

To be used in conjunction with Ford Motor Co.: Dealer Sales and Service.

Related

Teaching note
-
Reference no. 5-690-063
Subject category: Case Method and Specialist Management Disciplines
Authors: Leonard Schlesinger (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 1990
Length: 9 pages
View full details
Case
-
Reference no. 9-690-030
Subject category: Case Method and Specialist Management Disciplines
Authors: M Pelofsky (Harvard Business Review); Leonard Schlesinger (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1989
Version: 28 February 1992
Length: 21 pages
Data source: Field research
Topics: Change management; Customer relationship management; Customer service; Distribution channels; Franchises; Organizational change; Relationships; Service management
View full details