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- All HBS Web (53)
- Faculty Publications (16)
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- Article
Offline Showrooms in Omni-channel Retail: Demand and Operational Benefits
By: David R. Bell, Santiago Gallino and Antonio Moreno
Omnichannel environments where customers shop online and offline at the same retailer are ubiquitous and are deployed by online-first and traditional retailers alike. We focus on the relatively understudied domain of online-first retailers and the engagement of a key...
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Keywords:
Experience Attributes;
Marketing–operations Interface;
Omnichannel Retailing;
Quasi-experimental Methods;
Retail Operations;
Showrooms;
Marketing Channels;
Demand and Consumers;
Performance Efficiency;
Retail Industry
Bell, David R., Santiago Gallino, and Antonio Moreno. "Offline Showrooms in Omni-channel Retail: Demand and Operational Benefits." Management Science 64, no. 4 (April 2018): 1629–1651. (Winner of the 2014 POMS Applied Research Challenge. Workshop on Information Systems Economics Overall Best Paper Award 2014.)
- August 2014 (Revised December 2015)
- Case
Showrooming at Best Buy
By: Thales Teixeira and Elizabeth Anne Watkins
Best Buy is a consumer electronics retailer with nearly 2,000 stores worldwide. In 2012, the rising popularity of price-matching apps for mobile phones made price differences between retailers transparent, online and offline. Shoppers' desire to test electronics...
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Keywords:
Competition;
Price;
Consumer Behavior;
Applications and Software;
Mobile and Wireless Technology;
Retail Industry;
Electronics Industry
Teixeira, Thales, and Elizabeth Anne Watkins. "Showrooming at Best Buy." Harvard Business School Case 515-019, August 2014. (Revised December 2015.)
- July 1985 (Revised January 1989)
- Case
Stafford Catalog Showrooms
By: Patrick J. Kaufmann and Walter J. Salmon
Keywords:
Retail Industry
Kaufmann, Patrick J., and Walter J. Salmon. "Stafford Catalog Showrooms." Harvard Business School Case 586-017, July 1985. (Revised January 1989.)
Offline Showrooms in Omni-channel Retail: Demand and Operational Benefits
Omnichannel environments where customers shop online and offline at the same retailer are ubiquitous, and are deployed by online-first and traditional retailers alike. We focus on the relatively understudied domain of online-first retailers and the engagement of...
View Details
- March 2015
- Article
Showrooms and Information Provision in Omni-channel Retail
By: David R. Bell, Santiago Gallino and Antonio Moreno
Bell, David R., Santiago Gallino, and Antonio Moreno. "Showrooms and Information Provision in Omni-channel Retail." Production and Operations Management 24, no. 3 (March 2015): 360–362. (Extended abstract for the 1st POMS Applied Research Challenge 2014 Awards.)
- Article
Case Study: Can Retailers Win Back Shoppers Who Browse then Buy Online?
By: Thales S. Teixeira and Sunil Gupta
This case study discusses the options that brick-and-mortar retailers can use to combat the negative consequences of 'showrooming.'
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Teixeira, Thales S., and Sunil Gupta. "Case Study: Can Retailers Win Back Shoppers Who Browse then Buy Online?" Harvard Business Review 93, no. 9 (September 2015).
- August 2013 (Revised February 2023)
- Case
Amazon in 2023
By: Sunil Gupta and Margaret L. Rodriguez
Amazon launched its website in July 1995 to sell books online and by 2020 it has grown to become a digital giant with over $280 billion in annual sales. A large part of its growth came from expanding into a variety of businesses that some see as unrelated. Has it...
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Keywords:
Platforms;
Complements;
Showrooming;
Ecosystem;
Growth Strategy;
Competitive Advantage;
Network Effects;
Internet and the Web;
Business Model;
Competitive Strategy;
Growth and Development Strategy;
Digital Platforms;
Retail Industry;
Publishing Industry
Gupta, Sunil, and Margaret L. Rodriguez. "Amazon in 2023." Harvard Business School Case 514-025, August 2013. (Revised February 2023.)
- 24 Dec 2018
- News
Best Buy CEO Hubert Joly has nothing to sell you
- Awards
Best Paper in Management Science
By: Antonio Moreno
Finalist for the 2021 Management Science Best Paper Award in Operations Management for "Offline Showrooms in Omnichannel Retail: Demand and Operational Benefits" with David R. Bell and Santiago Gallino.
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- March 2016 (Revised May 2018)
- Case
Reinventing Best Buy
By: John R. Wells and Gabriel Ellsworth
On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales. These results were in marked contrast...
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Keywords:
Best Buy;
Hubert Joly;
Renew Blue;
Showrooming;
Webrooming;
E-commerce;
E-Commerce Strategy;
Online Retail;
Multichannel Retailing;
Omnichannel;
Marketplaces;
Turnaround;
Consumer Electronics;
Consumer Electronics Accessories;
Appliances;
Stores-within-stores;
Store Experience;
Store Size;
Store Pickup;
Store Management;
Delivery;
Delivery Models;
Amazon;
Amazon.com;
Pricing Strategy;
Business Subsidiaries;
Business Units;
Business Growth and Maturation;
Business Model;
For-Profit Firms;
Customer Focus and Relationships;
Customer Satisfaction;
Entertainment;
Film Entertainment;
Games, Gaming, and Gambling;
Music Entertainment;
Television Entertainment;
Theater Entertainment;
Price;
Profit;
Revenue;
Geographic Scope;
Multinational Firms and Management;
Business History;
Cost;
Selection and Staffing;
Reports;
Technological Innovation;
Job Cuts and Outsourcing;
Human Capital;
Leading Change;
Business or Company Management;
Goals and Objectives;
Growth and Development;
Growth and Development Strategy;
Management Teams;
Brands and Branding;
Product Marketing;
Consumer Behavior;
Demand and Consumers;
Media;
Distribution;
Order Taking and Fulfillment;
Distribution Channels;
Infrastructure;
Product;
Service Delivery;
Service Operations;
Organizational Change and Adaptation;
Public Ownership;
Problems and Challenges;
Programs;
Groups and Teams;
Sales;
Salesforce Management;
Strategy;
Adaptation;
Business Strategy;
Competition;
Competitive Advantage;
Competitive Strategy;
Corporate Strategy;
Expansion;
Information Technology;
Information Infrastructure;
Information Technology;
Internet and the Web;
Mobile and Wireless Technology;
Internet and the Web;
Applications and Software;
Internet and the Web;
Mobile and Wireless Technology;
Resource Allocation;
Computer Industry;
Electronics Industry;
Entertainment and Recreation Industry;
Information Technology Industry;
Retail Industry;
Service Industry;
Technology Industry;
Telecommunications Industry;
Video Game Industry;
United States;
Minnesota;
Minneapolis;
Saint Paul;
St. Paul
Wells, John R., and Gabriel Ellsworth. "Reinventing Best Buy." Harvard Business School Case 716-455, March 2016. (Revised May 2018.)
- 27 Mar 2014
- News
Report: Brookstone headed for bankrupcy
- 06 Mar 2019
- News
Tesla’s Online Selling Is a Big Bet on Millennials
- 24 Apr 2018
- First Look
First Look at New Research and Ideas, April 24, 2018
April 2018 Management Science Offline Showrooms in Omni-channel Retail: Demand and Operational Benefits By: Bell, David R., Santiago Gallino, and Antonio Moreno Abstract—Omnichannel environments where customers shop online and offline at...
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Keywords:
Sean Silverthorne
The Store Is Dead—Long Live the Store.
In this article, we pursue two interconnected themes: the expansion of online-first retailers into offline stores that serve the purpose of “supercharging” customer value, and the transformation of the stores...
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- Article
The Store Is Dead—Long Live the Store
By: David R. Bell, Santiago Gallino and Antonio Moreno
In this article, we pursue two interconnected themes: the expansion of online-first retailers into offline stores that serve the purpose of “supercharging” customer value, and the transformation of the stores of offline-first retailers from...
View Details
Keywords:
Customer Experience;
Inventory Control;
Omnichannel Retailing;
Online Marketing;
Marketing Channels;
Trends;
Transformation;
Digital Marketing;
Retail Industry
Bell, David R., Santiago Gallino, and Antonio Moreno. "The Store Is Dead—Long Live the Store." MIT Sloan Management Review 59, no. 3 (Spring 2018): 59–66.
- November 2017
- Teaching Note
Reinventing Best Buy
By: John R. Wells and Gabriel Ellsworth
Teaching Note for HBS No. 716-455.
On March 1, 2017, Best Buy Company, Inc., North America’s largest retailer of consumer electronics and appliances, announced a third year of comparable-store sales increases and a 20.8% increase in domestic comparable online sales....
View Details
Keywords:
Best Buy;
Hubert Joly;
Renew Blue;
Showrooming;
Webrooming;
E-commerce;
E-Commerce Strategy;
Online Retail;
Multichannel Retailing;
Omnichannel;
Marketplaces;
Turnaround;
Consumer Electronics;
Consumer Electronics Accessories;
Appliances;
Stores-within-stores;
Store Experience;
Store Size;
Store Pickup;
Store Management;
Delivery;
Delivery Models;
Amazon;
Amazon.com;
Pricing Strategy;
Business Subsidiaries;
Business Units;
Business Growth and Maturation;
Business Model;
For-Profit Firms;
Customer Focus and Relationships;
Customer Satisfaction;
Entertainment;
Film Entertainment;
Games, Gaming, and Gambling;
Music Entertainment;
Television Entertainment;
Theater Entertainment;
Price;
Profit;
Revenue;
Geographic Scope;
Multinational Firms and Management;
Business History;
Cost;
Selection and Staffing;
Reports;
Technological Innovation;
Job Cuts and Outsourcing;
Human Capital;
Leading Change;
Business or Company Management;
Goals and Objectives;
Growth and Development;
Growth and Development Strategy;
Management Teams;
Brands and Branding;
Product Marketing;
Consumer Behavior;
Demand and Consumers;
Media;
Distribution;
Order Taking and Fulfillment;
Distribution Channels;
Infrastructure;
Product;
Service Delivery;
Service Operations;
Organizational Change and Adaptation;
Public Ownership;
Problems and Challenges;
Programs;
Groups and Teams;
Sales;
Salesforce Management;
Strategy;
Adaptation;
Business Strategy;
Competition;
Competitive Advantage;
Competitive Strategy;
Corporate Strategy;
Expansion;
Technology;
Hardware;
Information Technology;
Internet;
Mobile Technology;
Online Technology;
Search Technology;
Software;
Web;
Web Sites;
Wireless Technology;
Resource Allocation;
Computer Industry;
Electronics Industry;
Entertainment and Recreation Industry;
Information Technology Industry;
Retail Industry;
Service Industry;
Technology Industry;
Telecommunications Industry;
Video Game Industry;
United States;
Minnesota;
Minneapolis;
Saint Paul;
St. Paul