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23 Jan 2012
Research & Ideas

Break Your Addiction to Service Heroes

knew that to make it lightweight, there would be a tradeoff when it came to battery life and memory. Apple didn't have any angst or shame about that, and what we are saying is that the same thing should be true in service organizations. A: Morriss: But so often, it... View Details

Keywords: by Deborah Blagg; Service

25 Jan 2011
First Look

First Look: Jan. 25

the common failure to think about the decisions of others contributes to suboptimal outcomes. Yet sometimes, an excess of cynicism appears to lead us to over-think the actions of others and make negative attributions about their... View Details

Keywords: Sean Silverthorne

09 May 2017
First Look

New Research and Ideas, May 9

requirements provided a major stimulus for the emergence of local firms in Germany and Spain. U.S. firms were unable to develop internationally competitive products partly because of a rush to capture lucrative contracts dependent on transient public policies and... View Details

Keywords: Sean Silverthorne

08 Dec 2015
First Look

December 8, 2015

market failures that may arise. We explore these challenges and suggest an updated regulatory framework that is sufficiently flexible to allow software platforms to operate and deliver their benefits, while ensuring that service... View Details

Keywords: Sean Silverthorne

30 Jan 2018
First Look

January 30, 2018

third-party sellers largely carried inventory costs, the Board had made a drastic decision: Jumia would shift from an online retail model to a marketplace model. They also made it very clear that a failure to properly implement this... View Details

Keywords: Sean Silverthorne

03 Mar 2009
First Look

First Look: March 3, 2009

overview of key issues that Lebowitz and his team must consider as they plan for the firm's growth—how to raise capital, how to gauge the optimal size for the company, and how to manage an expanding staff. A major highlight of the case is... View Details

Keywords: Martha Lagace