Case | HBS Case Collection | July 2002 (Revised January 2003)

Harrah's Entertainment, Inc: Rewarding Our People

by Thomas J. DeLong and Vineeta Vijayaraghavan


Marilyn Winn, head of human resources at Harrah's Entertainment, must make a recommendation to the company's president and CEO about whether the existing bonus payout program is effective at motivating employees or whether it should be revised and/or replaced. A recent downturn in economic conditions led Winn to wonder whether customer service payouts were the most efficient way to make Harrah's a service-driven and customer-driven company.

Keywords: Customer Satisfaction; Economic Slowdown and Stagnation; Compensation and Benefits; Employees; Human Capital; Management Style; Motivation and Incentives; Alignment; Entertainment and Recreation Industry;


DeLong, Thomas J., and Vineeta Vijayaraghavan. "Harrah's Entertainment, Inc: Rewarding Our People." Harvard Business School Case 403-008, July 2002. (Revised January 2003.)