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  • September 1973 (Revised October 1980)
  • Case

Sea Pines Racquet Club

By: W. Earl Sasser
The student is required to develop a strategy for a tennis club of a large resort area. The tennis director must decide how many courts he needs to build within the next three years, what surface they should have, and how much he should charge for their use.... View Details
Keywords: Price; Service Operations; Organizations; Performance Capacity; Planning; Strategy; Accommodations Industry; Sports Industry
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  • November 1972 (Revised July 2023)
  • Case

Benihana of Tokyo

By: W. Earl Sasser
Discusses the development of a chain of "theme" restaurants. The student is asked to evaluate the current operating strategy and suggest a long-term expansion strategy. View Details
Keywords: Expansion; Business Strategy; Brands and Branding; Service Industry; Service Industry
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  • summer 1970
  • Article

Marketing Strategy and Bank Service Interaction: A Probability Model

By: D. B. Crane
Keywords: Marketing; Strategy; Banks and Banking
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  • Research Summary

By: Boris Groysberg

Professor Groysberg's research focuses on the challenges of managing professional service firms. In particular, his work investigates how a firm can be systematic in achieving a sustainable competitive advantage by leveraging its employees. In a number of related... View Details

  • Research Summary

By: Ashish Nanda
Ashish Nanda's research focuses on ethics and economics of managing professional service firms.

Nanda is working on a project that studies how management of conflict of interest influences professional identity, the role of professional associations, and the... View Details

  • Research Summary

Areas of Interest

By: Michael A. Wheeler
Primary Topics: complexity, dispute resolution, ethics, improvisation, moral leadership, negotiation, psychodynamics

Additional Topics: alliances, cognition, conflict, creativity, crisis management, decision-making, electronic... View Details

  • Research Summary

Building Small Business Utopia: How Artificial Intelligence and Big Data Can Increase Small Business Success

By: Karen Mills
Small business lending has remained unchanged for decades, laden with frictions and barriers that prevent many small businesses from accessing the capital they need to succeed. Financial technology, or “fintech,” promises to change this trajectory. In 2010, new fintech... View Details
  • Teaching Interest

Competing in the Age of Digital Platforms—(Executive Education)

By: David B. Yoffie
Summary

Without exception, the most valuable companies in the world today are platforms. Microsoft, Apple, Amazon, Google, Facebook, and many other firms have built their fortunes by facilitating innovation across global ecosystems or... View Details
Keywords: Platforms; Technology; Strategy; Digital Business; Social Networks; Self-driving Cars; Mobile Gaming; Esports; Financial Services; Online Retail; Ride-sharing; Search; Auctions; United States; Asia; China; Europe
  • Research Summary

Cost Management Systems

By: Robert S. Kaplan
Robert S. Kaplan continues to explore the design and use of activity-based cost management systems for manufacturing and service companies. His most recent work, done collaboratively with Professor Michael E. Porter, applies time-driven activity-based costing (TDABC)... View Details
  • Teaching Interest

Digital Marketing Strategy

By: John A. Deighton

When the tools of marketing change, strategies change too. The focus of this course is on firms trying to navigate the transition from offline to online market-making and strategy development. Our concern is primarily with corporations that have products and... View Details

  • Forthcoming
  • Article

Dynamic Competition for Customer Memberships

By: Cristian Chica, Julian Jimenez-Cardenas and Jorge Tamayo
A competitive two-period membership (subscription) market is analyzed. Two symmetric firms charge a “membership” fee that allows consumers to buy products or services at a given unit price for both periods. Firms can choose between long- or short-term memberships. When... View Details
Keywords: Competitive Price Discrimination; Membership; Dynamic Competition; Competition; Price; Consumer Behavior; Business Model
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  • Research Summary

Executive Compensation

By: Tatiana Sandino

Professor Sandino’s other stream of research examines players that influence the design of an executive’s compensation. She has examined the role shareholder activists can play in influencing CEO pay and found that a compensation-related shareholder proposal could... View Details

  • Teaching Interest

Field Course: Social Innovation Lab

By: Brian L. Trelstad
Co-taugh with Prof. John Kim
This course provides students an opportunity to use the discipline of entrepreneurial... View Details
Keywords: Innovation and Invention; Social Enterprise
  • Teaching Interest

Field Global Immersion

By: Archie L. Jones

The FIELD Global Immersion (FGI) is a semester-long first-year (RC) MBA course. The course is a capstone of sorts, and it requires students to build on learnings from their first-year courses and apply them to real-world business problems. At the beginning of... View Details

  • Teaching Interest

FIELD Global Immersion

By: Allison H. Mnookin
The FIELD Global Immersion course sends student teams into global markets around the world, requiring them to develop a new customer experience, product or service concept for a global partner organization leveraging design thinking innovation techniques. View Details
  • Teaching Interest

Field Global Immerson

By: Martin A. Sinozich

The FIELD Global Immersion (FGI) is a semester-long first-year (RC) MBA course. The course is a capstone of sorts, and it requires students to build on learnings from their first-year courses and apply them to real-world business problems. At the beginning of the... View Details

  • Research Summary

Globalization of Human Capital

By: Nitin Nohria
One of the most significant dimensions of the current wave of globalization is the globalization of human capital. Whether it is low cost, skilled manufacturing workers in China, software and customer service professionals in India, or highly skilled employees in... View Details
  • Research Summary

How to Manage Customers for Increased Profits and Customer Satisfaction

By: Frances X. Frei
For many service firms, the customer plays an important role in contributing to the cost and/or quality of the service. This is very different than many manufacturing contexts, for example, where the firm has virtually complete control over product cost and quality. ... View Details
  • Forthcoming
  • Article

Improving Customer Compatibility with Tradeoff Transparency

By: Ryan W. Buell and MoonSoo Choi
Through a large-scale field experiment with 393,036 customers considering opening a credit card account with a nationwide retail bank, we investigate how providing transparency into an offering’s tradeoffs affects subsequent rates of customer acquisition and long-run... View Details
Keywords: Transparency; Customer Selection; Customer Compatibility; Retention; Service Operations; Service Delivery; Marketing Strategy; Marketing Communications; Customer Focus and Relationships; Customer Satisfaction; Banking Industry; Australia
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  • Research Summary

India Transformed? Insights from the Firm Level 1988-2005 (with Anusha Chari)

By: Laura Alfaro
Using firm-level data this paper analyzes, the transformation of India’s economic structure following the implementation of economic reforms. The focus of the study is on publicly-listed and unlisted firms from across a wide spectrum of manufacturing and services... View Details

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