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- All HBS Web (534)
- Faculty Publications (170)
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- All HBS Web (534)
- Faculty Publications (170)
- 16 Jul 2016
- News
Angie’s List Introduces 'Freemium' Model
Angie’s List CEO Scott Durchslag (MBA 1991) has made many changes to the venerable home-service review website since taking the helm in September 2015, including the creation of a new technology platform for the site. He announced the biggest shift to date last week:...
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- November–December 2010
- Article
A Method for Defining Value in Healthcare Using Cancer Care as a Model
By: Thomas W. Feeley, Heidi Albright, Ronald Walters and Thomas W. Burke
Value-based healthcare delivery is being discussed in a variety of healthcare forums. This concept is of great importance in the reform of the US healthcare delivery system. Defining and applying the principles of value-based competition in healthcare delivery models...
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Keywords:
Value Creation;
Cancer Care In The U.S.;
Healthcare;
Health;
Management;
Measurement and Metrics;
Health Industry;
North and Central America
Feeley, Thomas W., Heidi Albright, Ronald Walters, and Thomas W. Burke. "A Method for Defining Value in Healthcare Using Cancer Care as a Model." Journal of Healthcare Management 55, no. 6 (November–December 2010): 399–412. (This article won the Edgar C. Hayhow Award from the American College of Healthcare Executive in 2012 as the article of the year in the Journal of Healthcare Management.)
- June 15, 2021
- Article
Cutting the Gordian Knot of Employee Health Care Benefits and Costs: A Corporate Model Built on Employee Choice
By: Regina E. Herzlinger and Barak D. Richman
President Joe Biden’s promise to give every American access to affordable health insurance is well-intentioned, but his plan’s policy elements—a public option, a permanent expanded tax credit—require congressional approval and would expend significant political and...
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Keywords:
Health Insurance;
Health Insurance Marketplaces;
Health Care Delivery;
Health Care Financing;
Health Care Industry;
Health Care and Treatment;
Insurance;
Service Delivery;
Cost Management;
Health Industry;
United States
Herzlinger, Regina E., and Barak D. Richman. "Cutting the Gordian Knot of Employee Health Care Benefits and Costs: A Corporate Model Built on Employee Choice." Health Affairs Blog (June 15, 2021).
- Teaching Interest
Managing Service Operations - MBA Elective Curriculum
By: Ryan W. Buell
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details
- 01 Apr 2000
- News
Rethinking Call Centers: Effective Delivery of Service is Key
services industry, where call centers have moved beyond their most obvious function -- as low-cost channels for resolving a myriad of customer concerns -- to become a powerful means of service delivery with the potential to generate...
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- Web
Strategy for Health Care Delivery - Institute For Strategy And Competitiveness
HBS ISC Health Care Health Care Value-Based Health Care Health Care Courses Fast Facts Health Care Courses Health Care Courses Executive Education Courses Health Care Curriculum Residents & Fellows Course Strategy for Health Care Delivery...
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- February 2017
- Case
Yemeksepeti: Growing and Expanding the Business Model through Data
By: William R. Kerr, Gamze Yucaoglu and Eren Kuzucu
In October 2016, Nevzat Aydin, co-founder and CEO of Yemeksepeti, the Turkish online food-ordering company, was looking over the company's quarterly results and projections for the upcoming year with his management team. It had been almost a year and a half since Aydin...
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Keywords:
Entrepreneurial Management;
Entrepreneurial Ventures;
Turkey;
Big Data;
Customer Focused Organization;
Service Management;
Continuous Improvement;
Data Analysis;
Internet;
Growth Strategy;
Technological Change;
Information Systems;
Entrepreneurship;
Corporate Strategy;
Analytics and Data Science;
Analysis;
Customer Focus and Relationships;
Emerging Markets;
Service Operations;
Competitive Advantage;
Performance Improvement;
Internet and the Web;
Growth and Development Strategy;
Information Technology;
Value Creation;
Food and Beverage Industry;
Turkey
Kerr, William R., Gamze Yucaoglu, and Eren Kuzucu. "Yemeksepeti: Growing and Expanding the Business Model through Data." Harvard Business School Case 817-095, February 2017.
- Teaching Interest
Transforming Customer Experiences - Executive Education
By: Ryan W. Buell
In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading...
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- 01 Jun 2020
- What Do You Think?
Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?
organization and prepared to challenge its own doctrines about how it operates to drive more resilient features into the entire platform (e.g. supplier partnerships and sourcing under duress, prime membership adjustments) that supplement the unique View Details
- January 2017
- Supplement
Hello Alfred: Come Home Happy — Operating the Business Model Exercise
By: Joseph B. Fuller and Christopher Payton
On a mission to "automate the on-demand economy," Harvard Business School classmates Marcela Sapone and Jessica Beck launched Hello Alfred in 2013 to provide subscribers with an "Alfred" to complete various chores for a monthly fee. In early 2016, the company has built...
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- November 2007
- Article
A Model of Consumer Learning for Service Quality and Usage
By: Raghuram Iyengar, Asim Ansari and Sunil Gupta
In many services, e.g., the wireless service industry, consumers choose a service plan based on their expected consumption. In such situations, consumers experience two forms of uncertainty. First, consumers may be uncertain about the quality of their service provider...
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Keywords:
Experience and Expertise;
Customer Value and Value Chain;
Learning;
Price;
Knowledge Use and Leverage;
Marketing Strategy;
Consumer Behavior;
Service Delivery;
Quality;
Risk and Uncertainty;
Service Industry
Iyengar, Raghuram, Asim Ansari, and Sunil Gupta. "A Model of Consumer Learning for Service Quality and Usage." Journal of Marketing Research (JMR) 44, no. 4 (November 2007): 529–544.
- November 2015 (Revised June 2017)
- Case
Mission Impossible? Yummy77 Delivers Groceries within the Hour
By: Benjamin Edelman
Yummy77 considers alternative operational models to reduce cost, improve speed, and increase appeal. Can one of these approaches succeed where others have failed?
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Keywords:
Grocery Delivery;
Operations;
Platforms;
Logistics;
Distribution;
Food;
Food and Beverage Industry;
Retail Industry;
China
Edelman, Benjamin. "Mission Impossible? Yummy77 Delivers Groceries within the Hour." Harvard Business School Case 916-025, November 2015. (Revised June 2017.) (request a courtesy copy.)
- December 2017 (Revised May 2018)
- Case
Amazon Buys Whole Foods
By: José B. Alvarez, David Lane and Joni Coughlin
The June 2017 news that e-commerce giant Amazon was paying $13.7 billion for organic supermarket chain Whole Foods precipitated a broad sell-off in the shares of grocery retailers and suppliers. Behind the precipitous declines lay recognition that Amazon’s bold move...
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Keywords:
Amazon;
Whole Foods;
Grocery;
Grocery Delivery;
Mergers & Acquisitions;
Business Models;
Food Value Chain;
Agribusiness;
Mergers and Acquisitions;
Operations;
Competitive Strategy;
E-commerce;
Agriculture and Agribusiness Industry;
Retail Industry;
Web Services Industry;
Food and Beverage Industry;
United States
Alvarez, José B., David Lane, and Joni Coughlin. "Amazon Buys Whole Foods." Harvard Business School Case 518-056, December 2017. (Revised May 2018.)
- May 2021
- Supplement
Hello Alfred: Come Home Happy — Operating the Business Model Exercise, Instructor Version
By: Joseph B. Fuller and Christopher Payton
On a mission to "automate the on-demand economy," Harvard Business School classmates Marcela Sapone and Jessica Beck launched Hello Alfred in 2013 to provide subscribers with an "Alfred" to complete various chores for a monthly fee. In early 2016, the company has built...
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- June 2022 (Revised October 2022)
- Background Note
Digital Commerce and Delivery: Preparing Food and Retail Value Chains for a 50-50 World
By: William R. Kerr, Daniel O'Connor, Paige Boehmcke and Will Ensor
Increasing digitalization of grocery retail and quick commerce reveals insights about managing complex supply chains at scale and shifting revenue streams from product sales to data monetization. How are the roles of retailers changing? What happens if marginal cost...
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Keywords:
Grocery Delivery;
Grocery;
Digitalization;
Fulfillment;
Delivery;
Supply Chain;
Disruption;
Food;
Supply Chain Management;
Market Design;
Trends;
Value Creation;
Goods and Commodities;
Customer Value and Value Chain;
Digital Transformation;
Retail Industry;
Food and Beverage Industry;
United States;
China
Kerr, William R., Daniel O'Connor, Paige Boehmcke, and Will Ensor. "Digital Commerce and Delivery: Preparing Food and Retail Value Chains for a 50-50 World." Harvard Business School Background Note 822-108, June 2022. (Revised October 2022.)
- July–August 2018
- Article
Using Time-Driven Activity-Based Costing to Model the Costs of Various Process-Improvement Strategies in Acute Pain Management
By: Keyuri Popat, Kelly Ann Gracia, Alexis B. Guzman and Thomas W. Feeley
Pain control for patients undergoing thoracic surgery is essential for their comfort and for improving their ability to function after surgery, but it can significantly increase costs. Here, we demonstrate how time-driven activity-based costing (TDABC) can be used to...
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Keywords:
Time-Driven Activity-Based Costing;
Health Care and Treatment;
Cost Management;
Performance Improvement
Popat, Keyuri, Kelly Ann Gracia, Alexis B. Guzman, and Thomas W. Feeley. "Using Time-Driven Activity-Based Costing to Model the Costs of Various Process-Improvement Strategies in Acute Pain Management." Journal of Healthcare Management 63, no. 4 (July–August 2018): e76–e85.
- Forthcoming
- Book
Innovating in Healthcare: Creating Breakthrough Tech, Services, Drugs, Products, and Business Models
Innovating in Healthcare offers effective approaches for designing, reworking, and implementing innovative healthcare services, products, and business models. It will help anyone working in healthcare service or product development, from hospitals to startups,...
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Keywords:
Health Care and Treatment;
Service Delivery;
Product Development;
Business Model;
Innovation and Invention;
Health Industry
Herzlinger, Regina E. Innovating in Healthcare: Creating Breakthrough Tech, Services, Drugs, Products, and Business Models. Boston, MA: John Wiley & Sons, forthcoming.
- August 2017
- Case
CareMore Health System
By: Robert S. Huckman and Brian W. Powers
CareMore Health System—a physician-founded care delivery system and health plan—had developed and refined an innovative care model for at-risk seniors enrolled in Medicare managed care (i.e., Medicare Advantage) plans. CareMore's President, Sachin Jain, and his...
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Keywords:
Health Care Delivery;
Health Insurance;
Medicare;
Medicaid;
Managed Care;
Extensivist;
Social Determinants Of Health;
Health Care and Treatment;
Insurance;
Business Model;
Growth and Development Strategy;
Decision Choices and Conditions;
Health Industry;
United States
Huckman, Robert S., and Brian W. Powers. "CareMore Health System." Harvard Business School Case 618-008, August 2017.
- Research Summary
Overview
Patient Portals: The Provider Role
Patient portals are widespread, but evidence of impact is limited. In this study, we use a large dataset spanning 2 years and >1 million patients across 650 primary care practices to explore the "other side" of portals: health... View Details
Patient portals are widespread, but evidence of impact is limited. In this study, we use a large dataset spanning 2 years and >1 million patients across 650 primary care practices to explore the "other side" of portals: health... View Details
- April 2015 (Revised March 2017)
- Case
Instacart and the New Wave of Grocery Startups
By: John Deighton and Leora Kornfeld
Instacart is testing an Uber-style solution to the challenge of building a home-delivered grocery business. It is backed by $220 million of venture funding. Will this model succeed where businessses like Webvan failed? What are the questions that this exploratory...
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Keywords:
Food Retailing;
Outsourced Grocery Delivery;
Online Ordering;
Dynamic Pricing;
Data Analytics;
Marketing Strategy;
Food;
Distribution Channels;
Business Startups;
Food and Beverage Industry;
California
Deighton, John, and Leora Kornfeld. "Instacart and the New Wave of Grocery Startups." Harvard Business School Case 515-089, April 2015. (Revised March 2017.)