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Abstract

Taught in the second module of a course on Managing Service Operations, which addresses the design of sustainable service models (9-606-031). Describes the complex operations of the cruise industry. Positioned between luxury cruise lines and mass market lines, Celebrity struggles to find ways to create customer loyalty and increase profitability.
Location:
United States
Size:
USD13.49 billion revenues, 200 employees
Other setting(s):
2003
Teaching note
-
Reference no. 5-606-109
Subject category: Case Method and Specialist Management Disciplines
Authors: Frances X Frei (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2006
Version: 4 April 2008
Length: 18 pages
Data source: Field research
View full details
Case
-
Reference no. 9-605-S04
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Frances X Frei (Harvard Business School); Corey Hajim (Harvard Business School); Christian Hemphell (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2007
Version: 8 September 2005
Length: 31 pages
Data source: Field research
Topics: Net profit; Profitability; International operations; Loyalty; Customer satisfaction; Market positioning; Strategic positioning; Multibranding
View full details
Case
-
Reference no. 9-608-P02
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Frances X Frei (Harvard Business School); Corey Hajim (Harvard Business School); Christian Hemphell (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2003
Version: 22 April 2003
Revision date: 3-May-2019
Length: 34 pages
Data source: Field research
Topics: Net profit; Profitability; International operations; Customer satisfaction; Market positioning; Strategic positioning; Multibranding
View full details

About

Abstract

Taught in the second module of a course on Managing Service Operations, which addresses the design of sustainable service models (9-606-031). Describes the complex operations of the cruise industry. Positioned between luxury cruise lines and mass market lines, Celebrity struggles to find ways to create customer loyalty and increase profitability.

Settings

Location:
United States
Size:
USD13.49 billion revenues, 200 employees
Other setting(s):
2003

Related

Teaching note
-
Reference no. 5-606-109
Subject category: Case Method and Specialist Management Disciplines
Authors: Frances X Frei (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2006
Version: 4 April 2008
Length: 18 pages
Data source: Field research
View full details
Case
-
Reference no. 9-605-S04
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Frances X Frei (Harvard Business School); Corey Hajim (Harvard Business School); Christian Hemphell (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2007
Version: 8 September 2005
Length: 31 pages
Data source: Field research
Topics: Net profit; Profitability; International operations; Loyalty; Customer satisfaction; Market positioning; Strategic positioning; Multibranding
View full details
Case
-
Reference no. 9-608-P02
Portuguese language
Subject category: Case Method and Specialist Management Disciplines
Authors: Frances X Frei (Harvard Business School); Corey Hajim (Harvard Business School); Christian Hemphell (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2003
Version: 22 April 2003
Revision date: 3-May-2019
Length: 34 pages
Data source: Field research
Topics: Net profit; Profitability; International operations; Customer satisfaction; Market positioning; Strategic positioning; Multibranding
View full details