Publications

March 2018 (Revised January 2019)
Case

Gilead Mexico

By: Michael Chu and V. Kasturi Rangan

With a breakthrough cure for Hepatitis C listing in the U.S. at $1,000/pill, Gilead must now solve the issue of making it available to patients across the world, much as it did for its blockbuster HIV/AIDS antiretrovirals. For Erik Musalem, the new general manager of... View Details

Keywords: Health Care and Treatment; Price; Strategy; Management; Pharmaceutical Industry; Mexico

March 2018
Article

Global Business over Time

By: Geoffrey Jones

This article explores how business enterprises have been powerful actors in the spread of global capitalism between 1840 and the present day. It also shows how global firms, emerging out of industrialized Western economies, created and co-created markets and ecosystems... View Details

Keywords: Global; Multinational; Business History; Globalization; Globalized Firms and Management; Globalized Markets and Industries; Economic Systems

March 2018
Article

In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions

By: Eva Ascarza, Scott A. Neslin, Oded Netzer, Zachery Anderson, Peter S. Fader, Sunil Gupta, Bruce Hardie, Aurelie Lemmens, Barak Libai, David T. Neal, Foster Provost and Rom Schrift

In today’s turbulent business environment, customer retention presents a significant challenge for many service companies. Academics have generated a large body of research that addresses part of that challenge—with a particular focus on predicting customer churn.... View Details

Keywords: Customer Retention; Churn; Customer Relationship Management; Measurement and Metrics

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February 2018 (Revised October 2019)
Case

HubSpot and Motion AI: Chatbot-Enabled CRM

By: Jill Avery and Thomas Steenburgh

HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software platform that enabled companies to easily build and deploy chatbots, fueled by artificial intelligence, to interact... View Details

2018
Book

Horngren's Cost Accounting: A Managerial Emphasis

By: Srikant M. Datar and Madhav Rajan

Horngren’s Cost Accounting defines the cost accounting market and continues to innovate today by consistently integrating the most current practice and theory into the text. This acclaimed, market-leading text emphasizes the basic theme of “different costs for... View Details

Keywords: Cost Accounting; Management

February 2018
Article

Maintaining Beliefs in the Face of Negative News: The Moderating Role of Experience

By: Bradley R. Staats, Diwas S. KC and F. Gino

Many models in operations management involve dynamic decision making that assumes optimal updating in response to information revelation. However, behavioral theory suggests that rather than updating their beliefs, individuals may persevere in their prior beliefs. In... View Details

Keywords: Information; Announcements; Service Operations; Decision Making; Medical Specialties; Experience and Expertise; Medical Devices and Supplies Industry

February 2018
Article

Retention Futility: Targeting High-Risk Customers Might Be Ineffective.

By: Eva Ascarza

Companies in a variety of sectors are increasingly managing customer churn proactively, generally by detecting customers at the highest risk of churning and targeting retention efforts towards them. While there is a vast literature on developing churn prediction models... View Details

Keywords: Retention/churn; Proactive Churn Management; Field Experiments; Heterogeneous Treatment Effect; Machine Learning; Customer Relationship Management; Risk Management

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January 2018 (Revised June 2018)
Case

Medtronic: Navigating a Shifting Healthcare Landscape

By: Robert S. Kaplan, Michael E. Porter, Thomas W. Feeley and Alee Hernandez

Medtronic is adapting its strategy to changes in healthcare competition and payments. It has decided to develop new relationships with payers, hospitals, and physicians to become more accountable for patient outcomes and total costs. The case describes new forms of... View Details

Keywords: Value Based Health Care; Bundled Payments; Health Care and Treatment; Cost Management; Value Creation; Supply Chain Management; Customer Value and Value Chain; Health Industry; Medical Devices and Supplies Industry; United States; Netherlands

Article

How a Fast-Growing Startup Built Its Sales Team for Long-Term Success

By: Frank V. Cespedes and David Mattson

It’s common for leaders of sales teams to focus almost exclusively on short-term tactics and current operations while failing to think and act in a way that supports the longer-term needs of their businesses—and it’s hard to fault them. The biggest problem with a... View Details

Keywords: Business Startups; Salesforce Management; Management Practices and Processes

November 2017 (Revised April 2019)
Case

Summa Equity: Building Purpose-Driven Organizations

By: George Serafeim and David Freiberg

In 2015, Reynir Indahl left top Nordic private equity firm Altor Equity Partners to found Summa Equity (Summa). After long contemplation following the financial crisis, Indahl was convinced the financial system was producing negative externalities and that the current... View Details

October 2017 (Revised September 2022)
Teaching Note

Fuyao Glass America: Sourcing Decision

By: Willy Shih

This case is about globalization: a Chinese company has decided to locate a production facility close to its customers in the U.S., but a recent contract bid means it will lose money, at least initially, by supplying product from that factory. The purpose of this case... View Details

Keywords: Supply Chains; Labor Market; Labor Supply; Arbitrage; Tradable Sector; Supply Chain Management; Supply Chain; Labor; Globalization; Globalized Markets and Industries; Geographic Location; Auto Industry; United States; China

2017
Chapter

Are Founder CEOs Good Managers?

By: Victor Manuel Bennett, Megan Lawrence and Raffaella Sadun

We investigate the management practices adopted by firms where the founders are also the CEOs using data from the World Management Survey. We find that founder CEO firms have the lowest management scores of any owner-manager pair type and that this difference is... View Details

Keywords: Management Practices and Processes; Performance

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2017
Book

Extreme Teaming: Lessons in Complex, Cross-Sector Leadership

By: Amy C. Edmondson and Jean-François Harvey

Today's global enterprises increasingly involve collaborative work by teams of experts operating across different professions, organizations, and industries. Extreme Teaming provides new insights into the world of complex, cross-industry projects and the ways... View Details

Keywords: Groups and Teams; Collaborative Innovation and Invention; Leadership; Complexity

2017
Article

Agricultural Insurance and Economic Development

By: Shawn A. Cole and Wentao Xiong

This article provides a review of recent research on agricultural insurance (AI) in developing countries. Agricultural producers face a variety of significant risks; historically, only government-subsidized products have achieved widespread adoption. A recent... View Details

Keywords: Agribusiness; Insurance; Developing Countries and Economies; Adoption; Risk Management; Research; Agriculture and Agribusiness Industry

September–October 2017
Article

Why Do We Undervalue Competent Management?: Neither Great Leadership Nor Brilliant Strategy Matters Without Operational Excellence

By: Raffaella Sadun, Nicholas Bloom and John Van Reenen

A recurring message in business education is that you can’t compete on the basis of management processes because they’re easily copied. Operational effectiveness is table stakes in the competitive universe, it is often assumed, and thus cannot serve as a sustainable... View Details

Keywords: Management; Management Analysis, Tools, and Techniques; Management Practices and Processes; Performance Effectiveness

August 24, 2017
Other Article

Google's Secret Formula for Management? Doing the Basics Well

By: Raffaella Sadun

Keywords: Management; Management Practices and Processes