Marilyn Winn, head of human resources at Entertainment Harrah, must make a recommendation to the President and CEO of the company that the existing program of bonuses to be effective in motivating employees, or whether it should be revised and / or replaced. The recent downturn in economic conditions led Winn to wonder whether the payment of customer service was the most effective way to make Harrah's service-driven and customer-oriented company. "Hide
by Thomas J. DeLong, Vineeta Vijayaraghavan Source: HBS Premier Case Collection 16 pages. Publication Date: July 23, 2002. Prod. #: 403008-PDF-ENG
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