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